CSA

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services, specializing in transformational solutions for increased efficiency, deeper insights, and superior outcomes. They are trusted brand custodians and long-term partners to over 100 leading brands across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. Their delivery model includes Fortune 500 and FTSE 100 companies.

Role Description

A Customer Support Associate (CSA) responds to customer queries, providing resolution, support, and assistance for existing/new queries on client services. The CSA plays an integral role in improving customer experience by providing 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 if a customer query cannot be resolved at the first point of contact.
• Communicate clearly using simple English to deliver information and solutions easily during all customer conversations.
• Demonstrate a high level of personal and professional integrity, treating all customers with empathy, respect, and consideration.
• Look for solutions aligned to the customer’s perspective and deliver on all commitments.
• Consistently work together, trust each other, and engage in constructive conversations for the good of the team.

Key Results

• External Performance Measurements: Evaluate program activities through surveys of individuals who have experienced services.
• Internal Performance Measurements: Assess and monitor the internal operation of the organization.

Requirements & Tech Stack

• Computer literate (e.g., Outlook, Word, Internet Explorer).
• Typing skills: Process specific cut offs.
• Verbal and written English communication.
• Professional & Courteous in mannerisms.
• Ability to liaise with customers at all levels.
• Ability to handle and resolve complex customer calls.
• Computer literate (e.g., Outlook, Word, Internet Explorer).

Qualifications

• Minimum SSC (10th) passed.
• Fresher/Experienced with minimum 1 year of experience in a BPO/related industry.
• Must demonstrate Firstsource values: REACCH (Risk-Taking, Execution Excellence, Agility, Customer First, Credibility, Humaneness).