CSA

About the Role

A Customer Support Associate (CSA) responds to customer queries, providing resolution, support, and assistance for existing/new queries on client-provided services. The role is integral to improving customer experience through fast, friendly, and effective service with accurate and personal solutions.

Key Responsibilities

• Revert on calls to customers regarding a variety of issues.
• Update and process information accurately into the system(s).
• Resolve customer problems in a timely manner.
• Take ownership and deliver on customer commitments.
• Liaise with others within the process when a customer query cannot be resolved at the first point of contact.

Skills and Competencies

• Clear Communication: Use simple English to deliver information and solutions in an easy manner during customer conversations.
• Professional Focus: Demonstrate high personal and professional integrity; treat all customers with empathy, respect, and consideration.
• Ability to solve problems: Look for solutions aligned with the customer’s perspective and deliver on all commitments.
• Teamwork: Consistently work together, trust each other, and engage in constructive conversations for the good of the team.

Requirements & Tech Stack

• Computer literate (e.g., Outlook, Word, Internet Explorer)
• Typing skills: Process-specific cut-offs apply.
• Verbal and written English communication skills.

Qualifications

• Preferred educational qualification: Minimum SSC (10th) passed.
• Preferred work experience: Fresher / Experienced with minimum 1 year of experience in a BPO/related industry.
• Behavioral competencies:
• Professional & Courteous in mannerisms.
• Ability to liaise with customers at all levels.
• Ability to handle and resolve complex customer calls.
• Must demonstrate Firstsource values: REACCH (Risk-Taking, Execution Excellence, Agility, Customer First, Credibility, Humaneness).