Associate / Sr Associate - Query Management - iRefer

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

Job summary

Firstsource is looking for a Customer Representative in Hyderabad. This full-time position involves managing customer queries through various channels, delivering exceptional support to enhance customer experience.

Candidates should have strong English communication skills and the ability to interact effectively with clients globally. The role requires managing complaints, providing solutions, and maintaining accurate records of interactions, ensuring swift resolution of customer issues.

Qualifications

• Candidates should have excellent English communication skills.
• Must present and sell company services effectively.
• Ability to resolve customer issues in a timely manner.

Responsibilities

• Manage high volumes of customer interactions via chats, calls, and emails.
• Research and resolve customer complaints promptly.
• Maintain accurate records and report on customer interactions.

Skills

Excellent written and verbal English communication

Strong phone contact handling

Email writing skills

Active listening skills

Problem-solving ability

Multi-tasking

Microsoft Office skills

Education

Graduation or under-graduation

Tools

Microsoft Office

Job description

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 industries. With an established presence in 10 countries including the USA, UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

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 responds to customer queries over chats, phone calls, and emails, providing support and resolution to existing and new queries on services provided by the client. The agent improves customer experience by delivering fast, friendly, and effective service with accurate and personal solutions to inquiries from around the world.

Eligibility Criteria

• Graduation or under‑graduation eligible.
• Both fresher and experienced candidates eligible.
• BE/BTech fresher and Master's fresher not eligible.
• BTech and Master's candidates require minimum 1 year experience.

Responsibilities

• Manage large volumes of customer chats, phone calls, and email exchanges from customers globally.
• Address customer complaints, research issues, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
• Present and sell company services to current and potential customers.
• Resolve customer issues in a timely manner.
• Accurately update and process information into the system(s).
• Escalate customer service issues when required.
• Support other teams tasked with resolving complex issues.
• Communicate clearly, using English that delivers information and solutions in an easy manner for customers worldwide.
• Follow communication procedures, guidelines, and policies.
• Demonstrate a high level of personal and professional integrity, treating all customers with empathy, respect, and consideration.
• Engage in constructive teamwork for the good of the group.
• Perform non‑phone tasks when required – mailing, printing, copying, filing, report preparation, job aids.

Qualifications

• Excellent written and verbal English communication.
• Strong phone contact handling, email writing, and active listening skills.
• Good problem‑solving ability.
• Professional and courteous in speaking and writing.
• Ability to analyse data and diagnose issues.
• Ability to multi‑task, work across multiple systems for diagnosis, prioritize and manage time effectively.
• Ability to liaise with customers at all levels.
• Ability to handle and resolve complex customer calls.
• Microsoft Office skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint.

Corporate Values

FirstSource values – REACCH – serve as our north star, helping us achieve goals in a digital‑first world while meeting customer and investor demands for social responsibility.

Risk‑Taking – Dare to go beyond the status‑quo and be strategic, ambitious, and resilient.

Execution Excellence – Strive to be the best, collaborate, co‑create, and drive excellence.

Agility – Move ahead 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 by seeking answers rooted in what’s right.

Humaneness – Be fair, respectful, transparent, and sensitive; care for the community and act responsibly towards the environment.