Customer Support Associate

Role Summary

Firstsource Solutions is hiring a Customer Support Associate (CSA) – International Chat & Upselling for its Bangalore delivery center. In this non-voice customer service role, you will respond to customer inquiries over live chat, resolve issues regarding client services, and present or sell complementary products to current and potential customers. You will ensure fast, empathetic, and accurate resolutions to maintain high customer satisfaction (CSAT) scores.

Key Responsibilities

• Live Chat Support: Manage concurrent inbound text chat sessions, delivering clear, friendly, and precise solutions to international customers.
• Upselling & Product Promotion: Present, explain, and upsell relevant client products and services to customers during interactions.
• Data Entry & Tracking: Update and log customer details, interaction notes, and resolution steps accurately in client databases.
• Issue Resolution & Ownership: Take end-to-end ownership of customer inquiries, coordinating with internal operational teams when first-contact resolution is not achievable.
• Quality Standards: Maintain professional empathy, adhere to company integrity benchmarks, and achieve target internal/external service quality scores.

Key Qualifications

• Education: Minimum 10th Standard (SSC) pass required.
• Experience: Open to Freshers (0 years) or experienced candidates with up to 2 years in a BPO or customer service environment.
• Communication & Typing: Strong written English skills with accurate spelling and grammar, along with good typing speed and computer navigation skills.
• Soft Skills: Strong problem-solving attitude, professional mannerisms, adaptability, and a customer-centric mindset.

About Firstsource Solutions

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Serving 100+ top brands across Healthcare, Telecom, and Banking/Financial sectors, Firstsource operates delivery hubs across the US, UK, Philippines, Mexico, and India.