CSA

About Firstsource 

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 Overview
The Customer Service Representative – Voice & Email Support is responsible for providing first-line assistance to customers through both telephone and email/ticket channels. This role serves as the initial point of contact for customer inquiries, concerns, and service requests, requiring excellent verbal and written communication skills. The representative is expected to deliver a customer-centric experience, efficiently resolve issues, and ensure accurate, clear, and professional responses across all interactions while maintaining high service quality standards.

Key Responsibilities

• Answer incoming customer calls promptly and professionally, following established service protocols
• Identify and assess customer needs to achieve satisfaction through active listening
• Use our corporate software, website and resource guides to investigate customer questions and identify appropriate response and/or course of action
• Provide accurate information about WES products and services
• Document all call information according to established procedures in the WES system
• Take ownership of the customer interaction to ensure we resolve problems quickly and methodically while maintaining complete focus on creating a positive customer experience
• Escalate complex issues to appropriate support personnel when required
• Meet performance metrics including call handling time, first-call resolution rate, and customer satisfaction scores
• Maintain customer confidentiality and adhere to data protection guidelines
• Participate in regular training sessions to stay updated on WES products, services, and procedures
• Respond to customer emails in a timely manner according to established service level agreements (SLAs)
• Use pre-approved templates and canned responses when appropriate
• Personalize responses to meet specific customer needs

Required Qualifications

• Associate's or Bachelor's degree preferred
• Previous customer service experience preferred (6+ months)
• Basic knowledge of educational systems
• Proficient computer skills, including typing and navigating multiple software applications simultaneously
• Excellent verbal communication skills with clear diction and professional tone
• Strong problem-solving and critical thinking skills
• Ability to remain calm and professional when dealing with difficult situations
• Strong attention to detail and accurate data entry skills
• Proficient computer skills and typing speed (minimum 40 WPM)
• Ability to multitask and manage multiple email/tickets
• Experience with email management systems preferred (Freshdesk, Zendesk, etc.)

Desired Skills & Attributes

• Experience with call center technology and CRM systems
• Ability to adapt to changing procedures and information
• Excellent time management skills
• Patient and empathetic approach to customer concerns
• Resilient attitude and ability to maintain positivity throughout the workday

Performance Metrics

• Call quality scores based on recorded call evaluations
• Average handle time (AHT)
• First-call resolution rate
• Customer satisfaction ratings
• Adherence to schedule and availability metrics
• Accuracy of information provided, and data entered
• Email quality scores
• Average response time
• Number of emails handled per shift

⚠️ 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.