CSA

TSB Voice

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-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Purpose of the role

Voice/Inbound - A CSA in this role deals with a number of incoming calls pertaining to the client’s business. The associate provides excellent customer service and gives precise information to the customer ensuring customer satisfaction.

Responsibilities

Answers incoming customer calls with a friendly and positive manner and provides outstanding service to the customer Throughout the call.

Responds to incoming/outgoing calls from the customers to solve queries and provide alternative options & also to change any account information with General maintenance upon customers’ request.

Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.

Ensures all information provided is post verification and authentication as per the Data protection Act

Updates the client software with customer information, queries and Service requests.

Provides new thoughts and ideas for process improvements

Works in conjunction with process requirements and metrics (SLA)

Forwards customer feedback (VOC) to the supervisors for concerns / suggestions raised by customer

Reports to

Process leader

Requirements

• HSC with 12+ months of experience
• Graduate Fresher / 6 months of experience
• Should not be pursuing studies real time
  
  

• HR / SVAR (B1/50) / OPS / Typing test.