Senior CSA Professional

Firstsource; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Firstsource is seeking a dedicated Senior Customer Service Associate to join our Mumbai team. The role focuses on handling customer inquiries, resolving issues, and delivering outstanding service while mentoring junior associates.

The Senior CSA will act as escalation point, analyze feedback, and collaborate with cross-functional teams to improve processes. Strong CRM skills and excellent communication are essential to ensure customer satisfaction.

Qualifications

• 1–3 years in customer service with at least 1 year in a senior role.
• Strong communication skills, verbal and written, with customers.
• Excellent problem-solving abilities and composure under pressure.
• Proficient in CRM software and customer service tools.
• Strong organizational skills and 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 experience

Communication skills

Problem-solving

Team collaboration

CRM proficiency

Attention to detail

Mentoring juniors

BPO/KPO experience

Education

Undergraduate eligible

Tools

CRM software

Customer service tools

Job description

Job Summary

Job Title: Senior CSA (Senior Associate) Location: Mumbai Job Summary:

We are seeking a dedicated and experienced Senior Customer Service Associate (Senior CSA) to join our dynamic team in 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.