Associate / Sr Associate - Query Management Job in Firstsource

Join Firstsource Solutions and Make an Impact in Customer Service!

At Firstsource Solutions, we specialize in providing Business Process Management (BPM) services that help clients stay ahead of the curve. We offer transformative solutions that optimize business processes, drive efficiency, and deliver superior outcomes. As trusted partners to over 100 global brands, we work across industries like Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance, with a global presence in the US, UK, Philippines, India, and Mexico.

We are currently seeking a Customer Service Associate for the Query Management team. In this role, you will help deliver exceptional service, providing solutions and ensuring satisfaction for clients across multiple regions.

Job Title: Associate / Sr Associate Query Management

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

Role Overview:

As a Customer Service Associate, you will play a vital role in responding to customer inquiries, resolving issues, and ensuring a seamless customer experience across multiple channels such as phone, email, and chat. You will be a brand ambassador, helping maintain positive relationships with customers while providing the best service possible.

Key Responsibilities:

• Customer Interaction: Respond promptly to customer inquiries via phone, email, and chat, providing accurate information and resolving issues effectively.
• Inquiry Resolution: Address customer concerns such as product/service inquiries, billing issues, and general queries, ensuring a smooth and efficient resolution.
• Empathy & Understanding: Demonstrate empathy when handling customer needs, ensuring every customer feels valued and heard.
• Proactive Follow-Up: Follow up with clients to confirm that their issues have been fully resolved and they are satisfied with the outcome.
• Escalation Management: Escalate complex issues to appropriate teams or supervisors for prompt resolution.
• SLA Adherence: Ensure timely responses and resolutions in accordance with Service Level Agreements (SLAs) and quality standards.
• Compliance & Confidentiality: Adhere to company policies and ensure customer information is handled according to data protection regulations.
• Problem-Solving: Analyze customer issues, identify root causes, and provide effective solutions.
• Cross-functional Collaboration: Work closely with other teams to resolve issues that require support across different functions.
• Product Knowledge: Stay informed about company products and services to deliver accurate and relevant information.
• Record-Keeping: Maintain detailed and accurate records of all customer interactions, documenting inquiries and resolutions.
• Communication: Ensure clear, professional communication with both customers and internal teams.
• Training & Development: Participate in training sessions to continually enhance your customer service skills and problem-solving capabilities.
• Feedback for Improvement: Provide valuable feedback on service processes and procedures to help improve overall efficiency and customer satisfaction.

Expected Key Results:

• Customer Satisfaction (CSAT): Achieve high levels of customer satisfaction and Net Promoter Scores (NPS).
• Adherence to SLAs: Meet or exceed the service standards as outlined by SLAs.
• Regulatory Compliance: Ensure all customer interactions are in compliance with company policies and data protection regulations.
• Quality Scores: Consistently meet or exceed quality expectations in all customer service aspects.
• Process Metrics: Achieve set goals for process-specific performance metrics.

Preferred Educational Qualifications:

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

Preferred Work Experience:

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

Competencies & Skills:

• Communication Skills: Excellent English communication skills, both written and verbal. Proficiency in additional European languages is a plus.
• Customer Service Orientation: Strong dedication to providing exceptional service, maintaining a calm and composed demeanor in challenging situations.
• Technical Skills: Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
• Empathy: Ability to demonstrate patience and a genuine desire to assist customers.
• Adaptability: Capable of working in a fast-paced, dynamic environment and adapting to changing priorities.
• Flexibility: Willingness to work flexible hours, including weekends and holidays, to support a 24/7 customer service operation.

Why Firstsource?

• Global Impact: Work with a company that serves Fortune 500 and FTSE 100 clients across multiple industries.
• Career Growth: Be part of a team that prioritizes continuous learning and career development.
• Dynamic Environment: Enjoy the opportunity to work in a fast-paced, customer-focused environment that values innovation and improvement.
• Inclusive Culture: Firstsource fosters a diverse and inclusive workplace where everyone has the chance to thrive and contribute their best.

Ready to make an impact and join our team? If you're passionate about delivering excellent customer service and are eager to work with a company that values growth and innovation, apply today!