Associate / Sr Associate - Email/chat Support Job in Firstsource

Join Firstsource and Make a Difference in Customer Service!

At Firstsource Solutions, we are a leading provider of Business Process Management (BPM) services, offering transformative solutions to help clients stay ahead in an ever-evolving world. As trusted partners to over 100 global brands, we are committed to delivering exceptional results through efficiency, insights, and superior service.

If you're looking to make an impact and be part of a company that values both personal and professional growth, Firstsource is the place for you. We re currently seeking dedicated and motivated individuals for the Customer Service Associate role!

Job Title: Associate / Sr Associate Email/Chat Support

Location: Full-Time
Function/Department: Operations
Grade: H2
Reporting to: Team Leader

Role Overview:

As a Customer Service Associate, you will be on the frontlines, providing exceptional support to our customers via phone, email, and chat. Your role is crucial in delivering high-quality service, resolving customer issues, and ensuring a positive experience for every customer you interact with. You will be an ambassador of our brand, focusing on building strong customer relationships while maintaining the highest standards of service.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries via phone, email, and chat in a timely, professional, and effective manner, providing accurate information and solutions.
• Issue Resolution: Handle customer concerns, including inquiries, product/service issues, billing questions, and general concerns, ensuring resolution with empathy and clarity.
• Empathy & Communication: Demonstrate understanding and patience when addressing customer needs, ensuring every customer feels heard and valued.
• Follow-Up: Proactively follow up with customers to ensure their issues have been fully resolved and they are satisfied with the solution.
• Escalation: For complex issues, escalate to relevant teams or supervisors for quick and effective resolution.
• Adherence to SLAs: Ensure service level agreements (SLAs) and quality standards are consistently met or exceeded.
• Compliance: Ensure all actions comply with company policies and regulations, particularly around data protection.
• Problem Solving: Analyze customer problems, identify root causes, and implement appropriate solutions.
• Collaboration: Work closely with internal teams to resolve issues that require cross-functional support.
• Product Knowledge: Stay up-to-date on products and services to provide accurate and relevant information.
• Record Keeping: Maintain clear, detailed records of customer interactions for accurate documentation.
• Training & Development: Participate in training to improve customer service skills and problem-solving abilities.
• Process Improvement: Provide valuable feedback to improve service efficiency and customer satisfaction.

Expected Key Results:

• Achieve high customer satisfaction (CSAT) and Net Promoter Scores (NPS).
• Consistently meet or exceed quality scores and process-specific metrics.
• Ensure compliance with standard operating procedures (SOPs).
• Maintain adherence to scheduled hours and operational guidelines.

Preferred Educational Qualifications:

• Graduate Freshers, or
• Undergraduates with 2 years of relevant experience in customer service.

Preferred Work Experience:

• Prior experience in customer service is beneficial, especially in a fast-paced, dynamic environment.

Competencies & Skills:

• Communication Skills: Strong English communication skills (both written and verbal). Proficiency in additional European languages is a plus.
• Customer Service Orientation: Passionate about delivering excellent service and maintaining a calm, composed demeanor, even in challenging situations.
• Technical Skills: Familiarity with customer service tools, ticketing systems, and CRM software is advantageous.
• Empathy: Ability to understand customer concerns and respond with patience and care.
• Adaptability: Flexibility to handle dynamic work environments and changing priorities.
• Flexibility: Willingness to work flexible hours, including weekends and holidays, as part of a 24/7 customer service operation.

Why Firstsource?

• Global Impact: Work with a company that serves Fortune 500 and FTSE 100 clients across various industries including Healthcare, Telecommunications, and Banking.
• Career Growth: Be part of a team that values professional development and offers continuous learning opportunities.
• Work Flexibility: Embrace the freedom of a dynamic and flexible work environment.
• Inclusive Culture: Firstsource is committed to diversity and inclusion, creating a workplace where every employee can thrive.

Ready to make a difference? If you're passionate about delivering excellent customer service and want to be part of a forward-thinking company, apply now to join our team at Firstsource Solutions!