Customer Service Specialist

About the Company

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, 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.

About the Role

Job Title: CSA

Grade: H2

Job Category: Associate

Function/Department: Operations

Reporting to: Team Lead

Responsibilities

- Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues, complaints, enquiries or challenges. - Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team Performance. - Grasp, comprehend & clear the training period with relevant tollgate scores. - Attend all team briefing/meetings/coaching on a timely basis. - Be knowledgeable of regular process changes provided. - Seek guidance from Team leader/management and escalating when necessary or genuine needs arise. - Maintain regular, reliable performance and attendance, including the daily schedule as assigned. - Adhere to Company Code of Conduct & policies laid by the HR. - Handle inbound or outbound calls, chats, emails or data from customers (depending on process assigned). - Connecting with customers, understand and empathize with their issues to provide the best suitable resolution at first contact where possible. - On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made. - Act as a team player and coordinate work respectfully with fellow members in co-ordination. - Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience. - Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results. - Work towards targets set, manage own time and prioritize tasks to meet through expected work discipline as a professional. - Work closely with team leader by implementing the coaching aspects discussed for self and career development.

Qualifications

- Preferred educational qualifications: Graduate Any non-technical discipline (BA, B.com, BBA, B.sc, BCA etc) – 3 Years without Arrears - Preferred work experience: 0-3 Years

Required Skills

- Good Communication Skills - Listening & Comprehension

Preferred Skills

- Shift Adherence - Floor Decorum - Interpersonal skills - Team Player