CSA

About the Role

We are seeking motivated, customer-focused individuals to join our Contact Centre team. In this role, you will handle a variety of customer enquiries, provide clear and accurate information, troubleshoot issues, and ensure every customer receives a positive and professional experience.

The ideal candidate will have strong communication skills, great attention to detail, and the ability to remain calm and supportive during challenging conversations.

This is a full-time, 38 hours per week, onsite role in our Melbourne CBD office commencing in March 2026.
Rotating roster hours are Monday to Friday, between 8:00am and 8:30pm AEDT.
You won’t work the full span of hours each day, but full availability within the operating window is required, and rosters are issued 3–4 weeks in advance.

Key Responsibilities

• Manage inbound customer enquiries across multiple channels.
• Provide accurate information to customers regarding products, services, and account details.
• Resolve customer issues efficiently while delivering an excellent customer experience.
• Handle escalated or sensitive queries with empathy, professionalism, and resilience.
• Process account updates, adjustments, and service requests in line with company policies.
• Maintain accurate customer records and documentation in CRM systems.
• Work towards team and individual KPIs, including customer satisfaction and first-call resolution.
• Ensure compliance with privacy, data protection, and regulatory requirements.

Skills & Capabilities

• Previous experience in customer service or a contact centre environment.
• Strong communication skills – both written and verbal.
• Ability to multitask and navigate multiple systems with ease.
• Proficiency in MS Office and CRM platforms.
• Excellent problem-solving and active listening skills.
• Empathy, patience, and the ability to de-escalate difficult situations.
• High attention to detail and accuracy.
• A team-oriented mindset and the ability to work in a fast-paced environment.
• Resilience and a professional, customer-first attitude.

Qualifications

• Certificate or Diploma in Business, Customer Service, or a related field (preferred but not essential).
• Prior contact centre experience highly regarded.

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

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.