CSA

ABOUT FIRSTSOURCE
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, Mexico 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
Job Title: Customer Support Associate – International Voice 
Grade: H1/H2
Job Category: Senior Associate / Associate 
Function/Department: Operations
Reporting to: Team Leader
Role Description: A CSA in this role responds to customer queries and provides
resolution, support and assistance to the customers who calls pertaining to 
existing/new queries on services provided by the client. The Agent will play an integral 
role in improving the customer experience by providing fast, friendly and effective 
service with accurate and personal solutions to customer enquiries.
Roles & Responsibilities 
 Revert on calls to customer on a variety of issues
 Update and process information accurately into the system(s)
 Resolve customer problems in a timely manner
 Take ownership & deliver on customer commitments 
 Liaise with others within the process in the event where a customer query 
cannot be resolved at first point of contact
 Clear Communication - during all conversations with customers, uses simple 
English that delivers information and solutions in an easy manner
 Professional Focus - demonstrates a high level of personal and professional 
integrity when dealing with customers as well as treats all customers with 
empathy, respect and consideration. 
 Ability to solve problems – look for solutions aligned to customer’s perspective 
and deliver on all commitments
 Teamwork – consistently work together, trust each other and engage in 
constructive conversations for the good of the team
© Firstsource Solutions Limited | February 15, 2023 2
Key Results
 External Performance Measurements- ask relevant external groups to 
evaluate various program activities – usually through surveys of individuals 
within these groups – related to the services they have experienced
 Internal Performance Measurements- used to assess and monitor the 
internal operation of an organization. 
ROLE HOLDER PROFILE
A. Preferred educational qualifications: Minimum SSC (10th) passed.
B. Preferred work experience: Fresher/Experienced with minimum 1 year of 
experience in a BPO/related industry
C. Skills and Competencies
i. Functional / Technical:
 Computer literate eg. Outlook, Word, Internet Explorer
 Typing skills: Process specific cut offs
 Verbal and written English communication
ii. Behavioral:
 Professional & Courteous in mannerisms
 Ability to liaise with customers at all levels
 Ability to handle and resolve complex customer calls
D. Corporate Values
Must demonstrate Firstsource values – REACCH that acts as our north star, helping 
us achieve our goals in a uber competitive, digital-first world while meeting customer 
and investor demands for social responsibility.
Risk-Taking
Dare to go beyond
Challenge status quo every day. Be strategic. Be ambitious. Be resilient.
Execution Excellence
Strive to be the best
Collaborate, co-create and drive excellence.