Customer Service Associate

Firstsource; Maharashtra; On-site; INR 260,000 - 380,000; Full time

Job summary

Firstsource in Maharashtra, India seeks a Customer Service Associate (CSA) to handle web chat inquiries, resolve issues, and guide customers to relevant information. The role is suitable for freshers or undergraduates with at least 1 year of customer service exposure.

You will maintain data accuracy, promote relevant products where appropriate, and ensure polite, efficient communication to meet SLA targets and quality standards.

Qualifications

• Bachelor’s degree or equivalent (fresher may apply).
• Undergraduates with a minimum of 1 year of customer service experience

Responsibilities

• Responds to queries from customer through chat to answer queries / inquiries, provide information and handle complaints regarding the organization’s products or services.
• Understands customer query and responds to it ensuring that all queries / concerns are answered via web chat.
• Update account information and performs general maintenance upon customers’ request.
• Understands customer’s latent needs and maximizes opportunities to promote relevant products and services.
• Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate.
• Exhibits promptness and politeness using the appropriate language while answering customer queries.
• Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards.
• Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional Customer service
• Maintains data confidentiality and adheres to information security and compliance norms laid out.

Skills

Chat support

Customer service

Education

Bachelor’s degree or equivalent

Job description

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

TSB Chat

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

Job Overview

Job Overview For Chat

Job Title

CSA

Level

1

Department/Group

Operations

Business Unit

All

Travel Required

No

Salary Range

INR X

Sub Process

Webchat

Grade

H2/H1

Reporting To

Team Leader

Key Performance Indicators

• Average Response Time
• First Call Resolution
• Customer Satisfaction
• Net Promoter Score

Responsibilities

• Responds to queries from customer through chat to answer queries / inquiries, provide information and handle complaints regarding the organization’s products or services.
• Understands customer query and responds to it ensuring that all queries / concerns are answered via web chat.
• Update account information and performs general maintenance upon customers’ request.
• Understands customer’s latent needs and maximizes opportunities to promote relevant products and services.
• Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate.
• Exhibits promptness and politeness using the appropriate language while answering customer queries.
• Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards.
• Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional Customer service
• Maintains data confidentiality and adheres to information security and compliance norms laid out.

Qualifications

• Bachelor’s degree or equivalent (fresher may apply).
• Undergraduates with a minimum of 1 year of customer service experience

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