CSA

Job Title:

Customer Support Associate (CSA)

Grade:

H2

Job Category:

Associate

Function/Department:

Operations

Reporting to:

Team Leader

Role Description:

A Customer Support Associate (CSA) responds to customer queries, providing resolution, support, and assistance to customers calling with queries regarding existing or new services provided by the client. This role is key in enhancing the customer experience by delivering fast, friendly, and effective service with accurate and personalized solutions.

Roles & Responsibilities:

• Handle incoming calls and respond to customer queries across various issues.

• Accurately update and process information in internal systems.

• Resolve customer problems promptly.

• Take ownership of and deliver on customer commitments.

• Liaise with internal teams when customer queries require escalation.

• Communicate clearly in simple, easy-to-understand English during all interactions.

• Maintain professionalism and empathy in all customer interactions.

• Focus on providing solutions from the customer's perspective.

• Work collaboratively as part of a team to achieve common goals.

Key Results:

• External Performance Measurements: Customer feedback surveys evaluating service quality.

• Internal Performance Measurements: Metrics monitoring operational effectiveness.

Role Holder Profile:

A. Educational Qualifications:

• Minimum qualification: Completion of higher secondary school.

B. Work Experience:

• Open to entry-level candidates.

• Prior customer service experience is preferred but not mandatory.

C. Skills and Competencies:

i. Functional / Technical:

• Computer literacy (Outlook, Word, Internet Explorer).

• Basic typing skills (process-specific standards).

• Good verbal and written communication skills in English.

ii. Behavioral:

• Professional and courteous behavior.

• Ability to communicate with customers at all levels.

• Capable of handling and resolving complex customer queries.

Corporate Values:

Candidates must embody Firstsource’s REACCH values, which guide performance in a competitive, digital-first environment while aligning with customer and investor expectations around social responsibility.