Customer Service Technical Support

About the Company: Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, Mexico and India. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

About the Role: A CSA in this role responds to customer queries and provides resolution, support and assistance to the customers who calls pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer enquiries.

Responsibilities:

• Revert on calls to customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
• Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
• Ability to solve problems look for solutions aligned to customers perspective and deliver on all commitments
• Teamwork consistently work together, trust each other and engage in constructive conversations for the good of the team

Qualifications:

• Preferred educational qualifications: Minimum Any Graduation, Preferred BE, B. Tech, BCA, Diploma in technical/trouble shooting
• Preferred work experience: Fresher/Experienced with a minimum of 1 year in technical process, BPO/related industry

Required Skills:

• Customer service skills
• Problem-solving abilities
• Effective communication skills
• Team collaboration

Preferred Skills:

• Experience in a technical process
• Background in BPO or related industry

Equal Opportunity Statement: We are committed to diversity and inclusivity in our hiring practices.