Customer Service Representative

Firstsource; Hyderabad; On-site; INR 279,000 - 390,600; Full time

Job summary

Firstsource is seeking a dedicated Voice Customer Support Agent based in Hyderabad. This role focuses on handling inbound calls fromUS-based customers, providing exceptional service without sales components.

The ideal candidate should possess strong communication skills, a passion for customer satisfaction, and the ability to work in US rotational shifts. Key responsibilities include resolving customer issues, maintaining professionalism, and achieving call quality KPIs.

Qualifications

• Strong verbal communication skills with a clear and confident voice.
• Ability to work in US rotational shifts. (Window - 7 PM to 8 AM)
• Comfortable with rotational week offs.
• Basic computer navigation and typing skills.

Responsibilities

• Handle inbound customer calls and provide prompt, accurate, and courteous support.
• Understand customer issues and offer effective resolutions as per process guidelines.
• Provide information related to products, services, or general inquiries.
• Follow standard operating procedures and maintain quality and compliance standards.
• Maintain professionalism, empathy, and clarity in every interaction.
• Meet process KPIs such as call quality, customer satisfaction, and schedule adherence.

Skills

Active listening

Empathy

Problem-solving

Education

PG / Graduate / Undergraduate / Drop-outs / HSC / SSC

Job description

We are looking for a dedicated and customer-focused Voice Customer Support Agent to handle inbound customer service calls from US-based customers. This is a pure customer service role with no sales components. The ideal candidate should have strong communication skills and a passion for delivering exceptional customer experiences.

Key Responsibilities

• Handle inbound customer calls and provide prompt, accurate, and courteous support.
• Understand customer issues and offer effective resolutions as per process guidelines.
• Provide information related to products, services, or general inquiries.
• Follow standard operating procedures and maintain quality and compliance standards.
• Maintain professionalism, empathy, and clarity in every interaction.
• Meet process KPIs such as call quality, customer satisfaction, and schedule adherence.

Eligibility & Qualifications

• Education: PG / Graduate / Undergraduate / Drop-outs / HSC / SSC
• Strong verbal communication skills with a clear and confident voice.
• Ability to work in US rotational shifts. (Window - 7 PM to 8 AM)
• Comfortable with rotational week offs.
• Basic computer navigation and typing skills.

Key Skills

• Active listening, empathy, and problem-solving abilities.