CSA

Firstsource; Bengaluru; On-site; INR 180,000 - 240,000; Full time

Job summary

Firstsource Solutions Limited in Bengaluru, Karnataka invites applications for a Customer Support Associate – International Emails/Chat. The role handles email and chat queries for global clients, aims to resolve issues quickly with clear English communication and friendly service.

You'll update information in systems, liaise with teams, and own customer commitments. Fresher or with up to 1 year BPO experience are welcome; SSC passed is preferred.

Qualifications

• Minimum SSC (10th) passed.
• Fresher/Experienced with minimum 1 year of experience in a BPO/related industry.
• Strong written English communication.

Responsibilities

• Revert on emails or chats written by the customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process when a query cannot be resolved at first contact
• Clear communication in simple English delivering information and solutions
• Demonstrate professional integrity and treat customers with empathy and respect
• Ability to solve problems and deliver on commitments
• Teamwork and collaboration for the team's good

Skills

Written English communication

Typing skills

Good communication

Education

SSC/10th pass

Tools

Outlook

Word

Internet Explorer

Job description

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CSA

Date: 7 Oct 2026

Company: firstsourc

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, Mexico and India. 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 Support Associate – International Emails/Chat Grade: H1/H2 Job Category: Senior Associate / Associate Function/Department: Operations Reporting to: Team Leader Role Description: A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers who send e-mails/Chats pertaining 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 enquiries.

Roles & Responsibilities

• Revert on emails or chats written by the customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
• Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
• Ability to solve problems – look for solutions aligned to customer’s perspective and deliver on all commitments
• Teamwork – consistently work together, trust each other and engage in constructive conversations for the good of the team

Key Results External Performance Measurements- ask relevant external groups to evaluate various program activities – usually through surveys of individuals within these groups – related to the services they have experienced Internal Performance Measurements- used to assess and monitor the internal operation of an organization.

ROLE HOLDER PROFILE

• A. Preferred educational qualifications: Minimum SSC (10th) passed.
• B. Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry
• C. Skills and Competencies i. Functional / Technical: Computer literate eg. Outlook, Word, Internet Explorer Typing skills: Process specific cut offs Good written English communication ii. Behavioral: Professional & Courteous in mannerisms Ability to liaise with customers at all levels Ability to handle and resolve complex customer calls
• D. Corporate Values Must demonstrate Firstsource values – REACCH that acts as our north star, helping us achieve our goals in a uber competitive, digital-first world while meeting customer and investor demands for social responsibility. Risk-Taking Dare to go beyond Challenge status quo every day. Be strategic. Be ambitious. Be resilient. Execution Excellence Strive to be the best Collaborate, co-create and drive excellence.

2 © Firstsource Solutions Limited | February 15, 2023

• 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.