Job Title

ABOUT FIRSTSOURCEFirstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We help customers stay ahead through transformational solutions that reimagine business processes to deliver increased efficiency, insights, and outcomes.We are trusted partners to over 100 leading brands across the US, UK, Philippines, Mexico, and India. Our rightshore delivery model covers the entire customer lifecycle in Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors.Our clients include Fortune 500 and FTSE 100 companies.Job Title: Customer Support Associate Collections VoiceGrade: H1/H2Job Category: Senior Associate / AssociateDepartment: OperationsReporting to: Team LeaderRole Description: A CSA in this role responds to customer queries, providing resolution, support, and assistance related to services provided by the client. The agent plays a key role in enhancing customer experience by delivering fast, friendly, and effective service with accurate and personalized solutions.Roles & ResponsibilitiesRevert on calls to customers regarding various issuesUpdate and process information accurately into systemsResolve customer problems promptlyTake ownership and fulfill customer commitmentsLiaise with team members if a query cannot be resolved at first contactMaintain clear communication using simple English during interactionsDemonstrate professionalism, empathy, respect, and integrity in dealings with customersIdentify solutions aligned with customer perspectives and fulfill commitmentsWork collaboratively and constructively within the teamKey ResultsExternal Performance: Evaluate program activities through surveys of external groups regarding their service experiencesInternal Performance: Monitor and assess internal organizational operationsRole Holder ProfileEducational Qualifications: Minimum undergraduate qualification in any streamExperience: Fresher or with at least 1 year in a BPO or related industry; telecom and collections experience is an advantageSkills and CompetenciesTechnical: Computer literacy (Outlook, Word, Internet Explorer), typing skills, English communication skillsBehavioral: Courteous, professional, able to handle complex calls, effective liaising with customersCorporate ValuesMust embody Firstsources REACCH values: Risk-Taking, Execution Excellence, Agility, Customer First, Credibility, and Humaneness. These values guide us to challenge the status quo, strive for excellence, adapt quickly, prioritize customers, build trust, and act responsibly towards the community and environment. #J-18808-Ljbffr