Collection Representative

1 © Firstsource Sol utions Limited | February 15, 2023

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 efficie ncy, 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 custo mer 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 provide s

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

servic e with accurate and personal solutions to customer enquiries.

Roles & Responsibili ties

 Revert on calls to c u stomer on a variety of issues

 Update and process information accurately into the system(s)

 Resolve c ustomer problems in a timely manner

 Take ownership & deliver on c ustomer 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 c ustomers, uses simple

English that deli vers information and solutions in a n easy manner

 Professional Focus - demonstrates a high level of personal and profession al

integrity when dealing with customers as well as t reats all customers with

empathy, respect and consideration.

 Ability to solve pr oblems – look for solutions aligned to c ustomer’s perspective

and deliver on all commitments

 Teamwork – consi stently work together, trust each other and engage in

2 © Firstsource Sol utions Limited | February 15, 2023

Key Results

 External Performance Measure ments - 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

intern al operation of an organization.

ROLE HOLDER PROFILE

A. Preferred educational qualifications : Minimum SSC (10 th ) 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.

R isk - Taking

Dare to go beyond

Challenge status quo every day. Be strategic. Be ambitious. Be resilient.

E xecution Excellence

Strive to be the best

3 © Firstsource Sol utions Limited | February 15, 2023

A gility

Move ahead of time quickly

Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset.

C ustomer First

Keep customers at the heart of every action.

C redibility

Instil trust, confidence and accountability

Seek answers rooted in ‘what's right’ and not ‘who's right’.

H umaneness

Be fair, respectful, transparent and sensitive