Job Description

ABOUT FIRSTSOURCE
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, Mexico and India. Our \'rightshore\' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: Customer Support Associate - International Emails/Chat
Grade: H1/H2 Job Category: Senior Associate / Associate
Function/Department: Operations
Reporting to: Team Leader
Role Description: A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers who send e-mails/Chats pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving the customer experience by providing fast, friendly and effective service with accurate and personal solutions to customer enquiries.
Roles & Responsibilities
\xef\x82\xb7 Revert on emails or chats written by the customer on a variety of issues
\xef\x82\xb7 Update and process information accurately into the system(s)
\xef\x82\xb7 Resolve customer problems in a timely manner
\xef\x82\xb7 Take ownership & deliver on customer commitments
\xef\x82\xb7 Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
\xef\x82\xb7 Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
\xef\x82\xb7 Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
\xef\x82\xb7 Ability to solve problems - look for solutions aligned to customer\'s perspective and deliver on all commitments
\xef\x82\xb7 Teamwork - consistently work together, trust each other and engage in constructive conversations for the good of the team
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Key Results
\xef\x82\xb7 External Performance Measurements- ask relevant external groups to evaluate various program activities - usually through surveys of individuals within these groups - related to the services they have experienced
\xef\x82\xb7 Internal Performance Measurements- used to assess and monitor the internal operation of an organization.
ROLE HOLDER PROFILE
A. Preferred educational qualifications: Minimum SSC (10th) passed.
B. Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry
C. Skills and Competencies
i. Functional / Technical:
\xef\x82\xb7 Computer literate eg. Outlook, Word, Internet Explorer
\xef\x82\xb7 Typing skills: Process specific cut offs
\xef\x82\xb7 Good written English communication
ii. Behavioral:
\xef\x82\xb7 Professional & Courteous in mannerisms
\xef\x82\xb7 Ability to liaise with customers at all levels
\xef\x82\xb7 Ability to handle and resolve complex customer calls
D. Corporate Values Must demonstrate Firstsource values - REACCH that acts as our north star, helping us achieve our goals in a uber competitive, digital-first world while meeting customer and investor demands for social responsibility.
Risk-Taking Dare to go beyond Challenge status quo every day. Be strategic. Be ambitious. Be resilient.
Execution Excellence Strive to be the best Collaborate, co-create and drive excellence.
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Agility Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a \'Digital First\' mindset.
Customer First Keep customers at the heart of every action.
Credibility Instil trust, confidence and accountability Seek answers rooted in \'what\'s right\' and not \'who\'s right\'.
Humaneness Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards environment.

Firstsource Solutions