Associate / Sr Associate - Query Management

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, India and Mexico. 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: Associate / Sr Associate  - Email/Chat support

Job Type: Full Time

Grade: H2

Job Category: Associate

Function/Department: Operations

Reporting to: Team Leader

Role Description: The Associate / Sr Associate  - Email/Chat support is a frontline role responsible for delivering exceptional customer service to clients based in various regions. The role involves handling customer inquiries, resolving issues, and providing support across multiple communication channels, including phone, email, and chat. The Customer Service Associate will act as a brand ambassador, ensuring client satisfaction, and maintaining positive relationships with customers.

Roles & Responsibilities

• Respond to customer inquiries promptly and professionally via phone, email, and chat, providing accurate information and resolving issues effectively.
• Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
• Demonstrate empathy and understanding while addressing customer needs and concerns.
• Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
• Escalate complex issues to the appropriate teams or supervisors for timely resolution.
• Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
• Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
• Analyze customer issues and apply problem-solving skills to identify root causes and implement effective solutions.
• Collaborate with internal teams to resolve customer concerns that require cross-functional support.
• Develop a comprehensive understanding of the organization's products and services to provide accurate and helpful information to customers.
• Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
• Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
• Communicate effectively with customers and internal teams, using clear and professional language
• Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
• Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

Expected/Key Results

• Deliver high levels of CSAT / NPS scores / others
• Adherence to regulatory Compliance
• Achieve quality scores
• Deliver on defined process specific metrics
• Adherence to process SOPs
• Schedule adherence

Preferred Educational Qualifications               

• Graduate Fresher
• Undergraduate – 2 Years Experience

Preferred Work Experience

• Prior experience in customer service

Competencies & Skills

• Excellent communication skills in English; proficiency in additional European languages is an advantage.
• Strong customer service orientation with the ability to remain calm and composed while handling challenging situations.
• Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
• Empathetic and patient demeanour with a genuine desire to assist customers.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.