Customer Service Support Advisor

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. Firstsources 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.

FSL Kolkata BT Process (UK Based voice process)

Job title- Customer Service Support Advisor

Job Dimensions- To resolve the queries / concerns being raised by the customer promptly and accurately in line with the agreed SLAs. The work will be allocated in the queue in the form of Chat, back office or Voice work wherein an individual will be responsible to resolve the concerns / queries raised or have to provide accurate information to the customer.

Key Responsibilities

To take calls, chats & handle back-office work promptly within agreed timescales and in line with agreed process and procedures.

To ensure prompt and accurate information being provided with appropriate resolution To achieve operational targets as defined by for the process

To maintain queue levels to agreed SLA targets levels

To achieve and maintain a good knowledge/capability of BT systems.

When dealing with customers aspire to deliver an excellent customer experience via. Chats, back office or on calls.

To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams.

To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.

Skills required for the job

Provide Experience in customer service in a Call Centre environment

Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multi-tasking skills

Good questioning and listening skills

Good empathy and customer ownership skills

Good cross-cultural awareness to be able to effectively communicate with UK customers

Good objection handling/diffusing/complaint handling skills

Good customer interaction skills with the ability to recognise the customers needs

Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)

PC literate with good system navigation skills

Good Data input skills

Good Problem solving

Experience you would be expected to have

Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders

Logical reasoning skill

Competence in Windows based tools (Outlook/Word/Excel/Access)

Graduate in any stream