Senior CSA

Job Title: Senior Customer Support Associate (Senior CSA)

Grade: H1
Job Category: Senior Associate
Function/Department: Operations
Reporting to: Team Leader

Role Description:

The Senior CSA is responsible for handling a range of customer interactions, including more complex, sensitive, or escalated queries, with minimal supervision. In addition to delivering high-quality support, the Senior CSA acts as a peer resource and may provide informal guidance to less experienced team members.

This role requires a higher degree of autonomy, deep product/process knowledge, and strong problem-solving capabilities to ensure excellent service outcomes and contribute to overall team success.

Roles & Responsibilities:

• Respond to customer calls covering a wide variety of queries, including escalated or complex issues

• Accurately update and process information in internal systems

• Resolve customer concerns in a timely and effective manner with minimal supervision

• Take ownership and follow through on customer commitments

• Provide informal support or mentoring to junior team members when required

• Collaborate with internal stakeholders when an issue cannot be resolved at first contact

• Communicate clearly and simply using plain English during all customer interactions

• Maintain professionalism and integrity in all communications, demonstrating empathy and respect

• Identify customer-centric solutions and follow through diligently

• Work collaboratively with the team, maintaining trust and constructive communication

Key Performance Metrics:

• External Performance Measurements: Based on feedback from external stakeholders via customer satisfaction surveys and service quality assessments

• Internal Performance Measurements: Monitored through internal metrics and operational KPIs to assess efficiency, accuracy, and service delivery

Role Holder Profile:

A. Experience:

• Minimum 1 year of experience in a BPO or call center environment is required

B. Skills & Competencies:

i. Functional / Technical:

• Proficient in basic computer applications (Outlook, Word, Internet Explorer)

• Typing proficiency (as per process-specific benchmarks)

• Strong verbal and written communication skills in English

ii. Behavioral:

• Professional and courteous conduct

• Ability to interact effectively with customers at all levels

• Capable of resolving complex customer issues

• A team player willing to support and share knowledge with peers

Corporate Values:

All role holders are expected to demonstrate Firstsource’s core values – REACCH, which serve as guiding principles to achieve excellence in a competitive, digital-first environment while upholding customer and investor trust through responsible business practices.