ABOUT FIRSTSOURCE: FirstSource is a specialized global business process management partner and an RP-Sanjiv Goenka Group company. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries. With an established presence in 10 countries including USA, UK, India, Mexico, Australia, Philippines etc. we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.
We make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.
Job Title: Customer Representative
Process: International Process
Functions/Department: Operations
Reporting to: Team Leader
Role: Full-time (work from office)
Location: Hyderabad
Position summary: A customer representative is the role in which we have to respond to customer queries over the chats, phone calls and emails and provide support and resolution 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 inquiries coming from across the world, not just India.
Eligibility Criteria:
Qualification – Graduation/ Under-graduation both are eligible
Fresher and experience both are eligible
BE/Btech fresher and Masters fresher are not eligible
Btech and Master qualification requires minimum 1 year experience
Responsibilities:
1. Manage large amounts of customer chats, incoming/outgoing phone calls and email exchanges from the customers across the globe
2. Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
3. The Agent will have to present and sell company services to current and potential customers
4. Resolve customer issues on timely manner
5. Update and process information accurately into the system(s)
6. Escalate customer service issues, if required
7. Update and process information accurately into the case management system(s) and spreadsheets
8. Provide support to other teams tasked with resolving complex issues
9. Clear Communication - during all conversations with customers over the phone or email, use English that delivers information and solutions in an easy manner as customers will be calling from the across the world
10. Follow communication procedures, guidelines, and policies
11. Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration
12. Teamwork – consistently work together, trust in each other, engage in constructive conversations for the good of the group
13. Perform non-phone tasks whenever required - mailing, printing, copying, filing, report preparation, job aids
Qualifications:
1) Excellent in written and verbal English communication
2) Strong phone contact handling skills, email writing skills and active listening
3) Good problem-solving skills
4) Professional & courteous in speaking and writing
5) Ability to analyse data and diagnose the issue
6) Ability to multi-task, work through multiple system for diagnosis, prioritize and manage time effectively
7) Ability to liaise with customers at all levels
8) Ability to handle and resolve complex customer calls
9) MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint
Corporate Values:
Must demonstrate FirstSource values – REACCH that acts as our north star, helping us achieve our goals in an ultra-competitive, digital-first world while meeting customer and investor demands for social responsibility.
Risk-Taking
Dare to go beyond Challenge status quo every https://jobeax.com/link/y5Gzzo3be6smsda6 strategic. Be ambitious. Be resilient.
Execution Excellence
Strive to be the best Collaborate, co-create and drive excellence.
Agility
Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset.
Customer First
Keep customers at the heart of every action.
Credibility
Instil trust, confidence and accountability Seek answers rooted in ‘what's right’ and not ‘who's right’.
Humaneness
Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards environment