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Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert:Job Title: Senior Customer Support Associate (Senior CSA)Grade: H1Job Category: Senior AssociateFunction/Department: OperationsReporting to: Team LeaderRole 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.Respond to customer calls covering a wide variety of queries, including escalated or complex issuesAccurately update and process information in internal systemsResolve customer concerns in a timely and effective manner with minimal supervisionTake ownership and follow through on customer commitmentsProvide informal support or mentoring to junior team members when requiredCollaborate with internal stakeholders when an issue cannot be resolved at first contactCommunicate clearly and simply using plain English during all customer interactionsMaintain professionalism and integrity in all communications, demonstrating empathy and respectIdentify customer-centric solutions and follow through diligentlyWork collaboratively with the team, maintaining trust and constructive communicationKey Performance Metrics:External Performance Measurements: Based on feedback from external stakeholders via customer satisfaction surveys and service quality assessmentsInternal Performance Measurements: Monitored through internal metrics and operational KPIs to assess efficiency, accuracy, and service deliveryRole Holder Profile:A. Experience:Minimum 1 year of experience in a BPO or call center environment is requiredi. 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 Englishii. Behavioral:Professional and courteous conductAbility to interact effectively with customers at all levelsCapable of resolving complex customer issuesA team player willing to support and share knowledge with peersCorporate Values:All role holders are expected to demonstrate Firstsources 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. #J-18808-Ljbffr