Assistant Manager, Operations

Firstsource; Bengaluru; On-site; INR 300,000 - 400,000; Full time

Job summary

Firstsource Solutions Limited in Bengaluru is seeking a customer service professional to be the first point of contact, addressing inquiries via phone, email and social media. You will provide accurate information, troubleshoot issues, and ensure timely, right-first-time resolutions while maintaining detailed records and following care processes.

The role emphasizes customer satisfaction, sales opportunities, and collaboration with teams to deliver world-class service in a fast-growing

Qualifications

• Prior experience in a customer service role is a plus.
• Ability to manage stressful situations and stay calm under pressure.
• Excellent communications skills, both verbal and written.
• Strong problem-solving and conflict resolution abilities.
• Ability to work on your own initiative and as part of a team.
• Creative and forward thinking in resolving customer issues.
• Understanding of confidentiality and compliance with legislation.
• Adaptable to change in a fast-growing business environment.
• Flexible approach to working shifts.
• Good computer skills and quick learning of new systems.

Responsibilities

• Be the first point of contact for customers via phone, email, and social media.
• Provide correct information about products, services, and policies.
• Diagnose and troubleshoot customer issues and provide effective solutions.
• Escalate complex problems to appropriate departments or supervisors when necessary.
• Always resolving queries with a 'Right First Time' approach.
• Ensure high levels of customer satisfaction through friendly, professional service.
• Follow up on interactions to confirm issues are resolved.
• Identify needs and explore opportunities to add value through sales of products.
• Process tele sales orders accurately and inform customers about delivery timelines.
• Maintain detailed records of customer interactions and update systems.
• Record reason for contact to help identify trends for the business.
• Follow all customer care processes and ensure compliance with policies.

Skills

Communication skills

Customer service experience

Problem solving

Teamwork

Adaptability

Confidentiality

Job description

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. Firstsource’s 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.

POSITION DEFINITION:

Role & Responsibilities:

• Customer Interaction:
• Be the first point of contact for customers, addressing enquiries via various contact channels such as phone, email, and social media.
• Provide correct information about products, services, and policies.
• Issue Resolution:
• Diagnose and troubleshoot customer issues and concerns, supplying effective and commercially sound solutions in a timely manner.
• Escalate complex problems to appropriate departments or supervisors when necessary.
• Always Resolving queries with a “Right First Time” approach
• Customer Satisfaction:
• Ensure high levels of customer satisfaction by providing friendly, courteous, and professional service with resolution, satisfaction, and ongoing customer loyalty your key focus always.
• Follow up on customer interactions to ensure their issues have been resolved satisfactorily.
• Identify and assess customers' needs, exploring opportunities to add value through sales of products.
• Processing tele sales orders accurately and efficiently, ensuring customers are informed about all relevant information such as delivery timelines.
• Documentation:
• Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints. (notes left on orders)
• Update customer information in the relevant systems as needed.
• Record reason for contact accurately ensuring trends can be identified by the wider business.
• Follow all customer care processes accurately, recording business critical information, as necessary.
• Product Knowledge:
• Stay up to date on system, process changes and departmental updates.
• Maintain up-to-date knowledge of product and services, company policies, and industry trends so you can share relevant information and insights with customers to help them make informed decisions.
• Team Collaboration:
• Work closely with other team members to ensure a seamless customer experience.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Compliance:
• Adhere to company policies, procedures, and regulatory requirements.
• Ensure all customer interactions comply with legal and ethical standards.

Required Skills/Competencies:

• Previous experience in a customer service or related role is a plus
• Ability to manage stressful situations and remain calm under pressure.
• Excellent communications skills, both verbal and written
• Strong problem-solving and conflict resolution abilities
• Ability to work on your own initiative and as part of a team.
• Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
• Understands the need for confidentiality and compliance with legislation.
• Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems, so the ability to quickly adapt is necessary.
• Flexible approach to working shifts.
• Ability to supply good judgement, even in pressurized situations.
• Good computer skills and ability to quickly learn and adapt to new technology and systems.
• Positive outlook and attitude to supplying world class service.

Location - Bangalore

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.