International Voice Process

Firstsource; Bengaluru; Sur place; INR 260 000 - 380 000; Plein temps

Résumé du poste

Firstsource Solutions Limited is seeking a Customer Support Associate for UK International Voice Process. The role offers work from office in Bangalore with UK shift timings and 0–3 years of experience in customer service.

Graduation is not mandatory, and candidate will handle inbound/outbound calls, provide solutions, and meet SLA/KPI targets. You'll work within a BPO division, join a team, and contribute to customer satisfaction while adhering to process and quality standards.

Qualifications

• 0–3 years of experience in Customer Service / International Voice Process.
• Graduation not mandatory.
• UK shift timings and UK customers exposure.

Responsabilités

• Handle inbound and outbound customer calls from UK customers in a professional and courteous manner.
• Provide accurate information and effective solutions to customer queries and concerns.
• Understand customer requirements and resolve issues within defined process guidelines.
• Maintain a high level of customer satisfaction through excellent communication and service.
• Follow all process, quality, compliance, and customer service standards.
• Meet defined SLA, KPI, productivity, quality, AHT, and CSAT targets.
• Accurately document customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Demonstrate active listening and effective problem-solving skills while handling customer interactions.
• Maintain professionalism and patience while dealing with challenging customers.
• Adhere to attendance, schedule, break, and process adherence requirements.
• Participate in training, coaching, team meetings, and process update sessions.
• Work effectively as part of a team and contribute toward achieving overall business targets.

Connaissances

English communication

UK customers

Listening skills

Interpersonal skills

Problem solving

Handling complaints

Pressure handling

Office in Bangalore

UK shift timings

Formation

Graduation not mandatory

Outils

CRM systems

Description du poste

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader in providing business process solutions and services across the customer lifecycle. With operations across the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, Firstsource delivers domain-focused solutions across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other industries.

Designation: Customer Support Associate

Process: UK International Voice Process

Division: BPO

Mode of Work: Work from Office

Working Days: 5 Days Working

Shift: UK Shift Timings

Experience: Minimum 0–3 years of experience in Customer Service / International Voice Process

Education: Graduation not mandatory

Role & Responsibilities

• Handle inbound and outbound customer calls from UK customers in a professional and courteous manner.
• Provide accurate information and effective solutions to customer queries and concerns.
• Understand customer requirements and resolve issues within defined process guidelines.
• Maintain a high level of customer satisfaction through excellent communication and service.
• Follow all process, quality, compliance, and customer service standards.
• Meet defined SLA, KPI, productivity, quality, AHT, and CSAT targets.
• Accurately document customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Demonstrate active listening and effective problem-solving skills while handling customer interactions.
• Maintain professionalism and patience while dealing with challenging customers.
• Adhere to attendance, schedule, break, and process adherence requirements.
• Participate in training, coaching, team meetings, and process update sessions.
• Work effectively as part of a team and contribute toward achieving overall business targets.

Key Performance Indicators

Employees will be measured on:

• Customer Satisfaction (CSAT)
• Quality Score
• Productivity
• First Call Resolution (FCR)
• Schedule / Process Adherence
• SLA Achievement

Required Skills:

• Excellent verbal and written English communication skills.
• Comfortable communicating with UK customers over the phone.
• Good listening and interpersonal skills.
• Good problem-solving and decision-making skills.
• Ability to handle customer complaints and difficult situations professionally.
• Ability to work under pressure and meet performance targets.
• Basic computer knowledge and familiarity with CRM/customer support systems.
• Willingness to work in UK shift timings.
• Willingness to work from office in Bangalore.

Education: Graduation not mandatory

Experience: Candidates with experience in UK International Voice Process, International BPO, Customer Service, Customer Support, Technical Support, or Voice Process will be preferred.

Work Mode: Work from Office