Key Responsibilities:

1. Customer Interaction:
2. 
   

• Handle inbound and outbound calls from international customers.
• Provide accurate information and resolve customer inquiries regarding products, services, or issues.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

1. Issue Resolution:
2. 
   

• Assist customers with troubleshooting, complaints, and technical support queries.
• Document customer interactions in the companys CRM system.

1. Cross-cultural Communication:
2. 
   

• Understand and adapt to cultural differences in communication, customs, and preferences.
• Offer solutions and services in a manner that aligns with the cultural and regional expectations of the customers.

1. Follow-up:
2. 
   

• Ensure follow-up on customer queries to ensure full satisfaction and timely resolution.
• Provide regular updates to customers on the status of ongoing issues or concerns.

1. Quality Assurance:
2. 
   

• Adhere to the companys quality standards and customer service protocols.
• Meet KPIs for call resolution time, customer satisfaction, and first-call resolution.

1. Team Collaboration:
2. 
   

• Work closely with team members, managers, and other departments to ensure the customers needs are met effectively.
• Participate in training sessions to improve product knowledge, communication, and customer service skills.

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.

Role: Voice / Blended - Other

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Voice / Blended

Education

UG: BCA in Any Specialization, B.Com in Any Specialization, B.B.A/ B.M.S in Any Specialization, Diploma in Any Specialization, B.A in Any Specialization

About the company

Firstsource is purpose-led and people-first. We create value for our global clients by elevating their customers’ experience at every interaction, be it a call, click, tap, message, or chat. Delivering a great experience to clients starts on the inside – by connecting every Firstsourcer to the role’s purpose. We upskill our people in new-age technologies and focus on supporting their physical, financial, and mental well-being. The result? Everyone aligned to our ‘Digital First, Digital Now’ strategy, our north star, where we pair technology and human touch. Our work focuses on simplifying complex business processes to help our global clients be more efficient, save money and execute brilliantly.