Customer Support Associate

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-cantered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Role Overview

We are looking for a dedicated and customer-focused Voice Customer Support Agent to handle inbound customer service calls from US-based customers. This is a pure customer service role with no sales components. The ideal candidate should have strong communication skills and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Handle inbound customer calls and provide prompt, accurate, and courteous support.
• Understand customer issues and offer effective resolutions as per process guidelines.
• Provide information related to products, services, or general inquiries.
• Follow standard operating procedures and maintain quality and compliance standards.
• Maintain professionalism, empathy, and clarity in every interaction.
• Meet process KPIs such as call quality, customer satisfaction, and schedule adherence.

Eligibility & Qualifications

• Education: PG / Graduate / Undergraduate / HSC / SSC
• Strong verbal communication skills with a clear and confident voice.
• Ability to work in US rotational shifts. (Window - 7 PM to 8 AM)
• Comfortable with rotational week offs.
• Basic computer navigation and typing skills.

Key Skills

• Good verbal English communication skills
• Active listening, empathy, and problem-solving abilities.
• Patience and ability to handle customer concerns professionally.
• Adaptability to work in a fast-paced environment.
• Positive attitude and willingness to learn.

What We Offer

• 2 rotational week offs.
• US shift exposure and international customer service experience.
• Professional training and career progression opportunities.
• Supportive team environment.

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 or @firstsource.com email addresses.