Role Summary
Firstsource Solutions is hiring a Customer Support Associate – International Voice (Requisition ID: 23118) to join our operations center in Bengaluru. In this role, you will be the direct voice of leading global brands, assisting international customers over inbound and outbound telephone calls. You will address customer inquiries regarding products and services, diagnose and resolve issues with empathy, maintain accurate records in CRM systems, and deliver solutions to enhance the overall customer experience.
Key Responsibilities
- Inbound & Outbound Voice Support: Manage customer calls, addressing account inquiries, service requests, and operational questions in clear, conversational English.
- Issue Resolution & First Contact Resolution: Diagnose customer challenges, provide accurate answers on the spot, and coordinate with internal escalation teams when deeper investigation is required.
- System & Data Maintenance: Accurately document customer interactions, call outcomes, and case notes across internal CRM platforms and ticketing systems.
- Customer Centricity: Maintain professional composure, patience, and active listening skills during complex or escalated calls, ensuring high customer satisfaction (CSAT) scores.
- Process Compliance: Comply with data security standards, attendance guidelines, call-handling quality metrics, and performance benchmarks.
Key Qualifications
- Education: Minimum 10th standard (SSC) pass, 12th standard (HSC), or any Bachelor's degree.
- Experience: Open to both fresh graduates and candidates with 0 to 2 years of customer support or international BPO voice experience.
- Core Skills: Excellent spoken and written English communication skills, basic computer literacy (MS Word, Outlook, web navigation), and good keyboard typing skills.
- Shift Flexibility: Readiness to work in rotational shifts aligned with international client operational hours.
- Behavioral Competencies: Professional telephone etiquette, problem-solving mindset, and the ability to collaborate effectively within high-energy team environments.
About Firstsource Solutions
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global provider of customized Business Process Management (BPM) services, serving over 100 leading brands across Healthcare, Banking, Financial Services, Insurance, and Telecommunications throughout the US, UK, Philippines, Mexico, and India.