Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
POSITION DEFINITION:
Role & Responsibilities:
· Customer Interaction:
o Be the first point of contact for customers, addressing enquiries via various contact channels such as phone, email, and social media.
o Provide correct information about products, services, and policies.
· Issue Resolution:
o Diagnose and troubleshoot customer issues and concerns, supplying effective and commercially sound solutions in a timely manner.
o Escalate complex problems to appropriate departments or supervisors when necessary.
o Always Resolving queries with a “Right First Time” approach
· Customer Satisfaction:
o Ensure high levels of customer satisfaction by providing friendly, courteous, and professional service with resolution, satisfaction, and ongoing customer loyalty your key focus always.
o Follow up on customer interactions to ensure their issues have been resolved satisfactorily.
o Identify and assess customers' needs, exploring opportunities to add value through sales of products.
o Processing tele sales orders accurately and efficiently, ensuring customers are informed about all relevant information such as delivery timelines.
· Documentation:
o Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints. (notes left on orders)
o Update customer information in the relevant systems as needed.
o Record reason for contact accurately ensuring trends can be identified by the wider business.
o Follow all customer care processes accurately, recording business critical information, as necessary.
· Product Knowledge:
o Stay up to date on system, process changes and departmental updates.
o Maintain up-to-date knowledge of product and services, company policies, and industry trends so you can share relevant information and insights with customers to help them make informed decisions.
· Team Collaboration:
o Work closely with other team members to ensure a seamless customer experience.
o Participate in team meetings, training sessions, and continuous improvement initiatives.
· Compliance:
o Adhere to company policies, procedures, and regulatory requirements.
o Ensure all customer interactions comply with legal and ethical standards.
Required Skills/Competencies:
· Previous experience in a customer service or related role is a plus
· Ability to manage stressful situations and remain calm under pressure.
· Excellent communications skills, both verbal and written
· Strong problem-solving and conflict resolution abilities
· Ability to work on your own initiative and as part of a team.
· Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
· Understands the need for confidentiality and compliance with legislation.
· Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems, so the ability to quickly adapt is necessary.
· Flexible approach to working shifts.
· Ability to supply good judgement, even in pressurized situations.
· Good computer skills and ability to quickly learn and adapt to new technology and systems.
· Positive outlook and attitude to supplying world class service.
Location - Bangalore
⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
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