Associate

Firstsource Solutions; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Firstsource Solutions is a leading provider of customized BPM services with a global presence and a wide range of clients. A Customer Service Associate (CSA) — Voice handles incoming and outgoing calls, delivers accurate information, and ensures high customer satisfaction while adhering to data protection standards.

The role requires flexibility for rotational shifts, weekend options, and transport support where needed, with emphasis on clear communication and SLA adherence.

Qualifications

• Undergraduates with a minimum of 1 year of customer service experience.
• Voice experience preferred.
• Experience in Sales / Retention / Customer Service (preferred).

Responsibilities

• Handle incoming and outgoing customer calls with professionalism, resolving queries and providing accurate account/billing information.
• Update account information and client systems accurately based on customer requests.
• Verify and authenticate information as per data protection standards before sharing.
• Identify customer needs and promote relevant products/services where appropriate.
• Maintain SLA compliance, call quality, and data confidentiality throughout.
• Handle multiple tasks simultaneously while prioritizing effectively.

Skills

Customer service

Communication

Sales experience

Retention

Education

Undergraduate degree

Job description

Associate

Location: Mumbai, IN

Requisition ID: 24370

Description

About Firstsource

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, India, Australia, South Africa and Mexico. 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

Job Title: Customer Service Associate (CSA) — Voice

Grade: H1/H2

Function/Department: Operations

Role Description

A CSA in this role handles incoming and outgoing customer calls related to the client's business, delivering accurate information and resolutions while ensuring a high standard of customer satisfaction.

Roles & Responsibilities

• Handle incoming and outgoing customer calls with professionalism, resolving queries and providing accurate account/billing information
• Update account information and client systems accurately based on customer requests
• Verify and authenticate information as per data protection standards before sharing
• Identify customer needs and promote relevant products/services where appropriate
• Maintain SLA compliance, call quality, and data confidentiality throughout
• Handle multiple tasks simultaneously while prioritizing effectively

Key Eligibility Criteria

• Flexible Work Timing (UK/US/AUS/IND)
• Rotational Weekly Offs
• Rotational Shift — 24/7 Environment
• Willing to work with transport facility provided at non-social hours
• Communication level at CEFR B1/B2 (process specific)

Qualifications

• Undergraduates with a minimum of 1 years' customer service experience will also be considered
• Prior voice experience (preferred)
• Experience in Sales / Retention / Customer Service (preferred)

Disclaimer

Firstsource follows a fair, transparent, and merit-based hiring process. We never ask candidates for money at any stage. Please beware of fraudulent offers and verify all communication through official channels or @firstsource.com email addresses.