Senior CSA

Firstsource; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Firstsource is seeking a Senior Customer Service Associate for the Athena Towers, Mumbai. The ideal candidate will mentor junior staff, handle escalations, and ensure exceptional customer experiences through excellent communication and problem-solving.

You will collaborate with cross-functional teams, monitor feedback, and maintain CRM records to drive service improvements while staying updated on product knowledge and policies.

Qualifications

• Proven experience in customer service in a BPO/KPO or call center.
• Strong communication skills in verbal and written form.
• Excellent problem-solving skills and ability to think critically under pressure.
• Ability to work collaboratively in a team-oriented environment.
• Proficiency in using CRM software and other customer service tools.
• Strong organisational skills with attention to detail.

Responsibilities

• Provide exceptional customer service by addressing inquiries, resolving complaints, and ensuring a positive customer experience.
• Act as a point of escalation for complex customer issues, utilizing problem-solving skills to achieve satisfactory resolutions.
• Mentor and train junior associates, sharing best practices and enhancing their customer service skills.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Collaborate with cross-functional teams to enhance service delivery and streamline processes.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Participate in team meetings and contribute to the development of customer service strategies.
• Stay updated on product knowledge and company policies to provide accurate information to customers.

Skills

Customer service

Communication skills

Problem solving

Team collaboration

CRM software

Organisational skills

Tools

CRM software

Job description

Job Title: Senior CSA (Senior Associate)

Location: Athena Towers, Mumbai

Job Summary

We are seeking a dedicated and experienced Senior Customer Service Associate (Senior CSA) to join our dynamic team at Athena Towers, Mumbai. The ideal candidate will possess a strong background in customer service, demonstrating exceptional communication skills and a passion for delivering outstanding customer experiences. As a Senior CSA, you will play a crucial role in managing customer interactions, resolving issues, and ensuring customer satisfaction while mentoring junior associates.

Responsibilities

• Provide exceptional customer service by addressing inquiries, resolving complaints, and ensuring a positive customer experience.
• Act as a point of escalation for complex customer issues, utilizing problem-solving skills to achieve satisfactory resolutions.
• Mentor and train junior associates, sharing best practices and enhancing their customer service skills.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Collaborate with cross-functional teams to enhance service delivery and streamline processes.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Participate in team meetings and contribute to the development of customer service strategies.
• Stay updated on product knowledge and company policies to provide accurate information to customers.

Mandatory Skills

• Proven experience in customer service, preferably in a BPO/KPO or call center environment.
• Strong communication skills, both verbal and written, with the ability to engage effectively with customers.
• Excellent problem-solving skills and the ability to think critically under pressure.
• Ability to work collaboratively in a team-oriented environment.
• Proficiency in using CRM software and other customer service tools.
• Strong organisational skills with attention to detail.

Preferred Skills

• Experience in a senior or supervisory role within customer service.
• Knowledge of customer service metrics and performance indicators.
• Familiarity with industry best practices and trends in customer service.
• Ability to adapt to changing environments and handle multiple tasks simultaneously.

Qualifications

• Under Graduates are eligible.
• Minimum of 1-3 years of experience in customer service, with at least 1 year in a senior role.
• Certification in customer service or related fields is a plus.