Walk-in | Senior CSA -international Semi Voice Support

Firstsource; Bengaluru; On-site; INR 240,000 - 360,000; Full time

Job summary

Firstsource Solutions Limited, a global leader in customer lifecycle solutions, is seeking candidates for a chat, email, and phone-based customer support role in Bengaluru. You will handle queries, communicate with international customers in English, document interactions in CRM, and work rotational night shifts across various shifts and weekends as required. Freshers may be considered depending on requirements.

Qualifications

• Good spoken and written English communication.
• Comfortable communicating with international customers.
• Good listening and problem-solving abilities.
• Basic computer knowledge and familiarity with email, MS Office, CRM, or ticketing systems.
• Ability to multitask and manage multiple customer interactions.
• Strong attention to detail.
• Patience and a customer-oriented approach.
• Ability to work independently as well as in a team.
• Willingness to work rotational night shifts.

Responsibilities

• Handle customer queries through chat, email, and inbound/outbound calls as required.
• Provide accurate information regarding products, services, orders, accounts, or processes.
• Resolve customer issues professionally and within defined turnaround times.
• Follow established customer-service procedures, scripts, and escalation processes.
• Communicate clearly with international customers using professional English.
• Document customer interactions and update information accurately in CRM/ticketing systems.
• Escalate complex or unresolved issues to the appropriate team.
• Follow up with customers when necessary to ensure proper resolution.
• Meet defined quality, productivity, response-time, and customer-satisfaction targets.
• Maintain confidentiality of customer and company information.
• Adapt to different customer requirements, time zones, and communication styles.
• Work according to rotational night-shift schedules, including weekends or holidays when required.

Skills

English proficiency

Customer service

Problem solving

Multitasking

Attention to detail

Team player

Night shifts

Education

Any graduate/diploma

Tools

CRM systems

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries.

Key Responsibilities

• Handle customer queries through chat, email, and inbound/outbound calls as required.
• Provide accurate information regarding products, services, orders, accounts, or processes.
• Resolve customer issues professionally and within defined turnaround times.
• Follow established customer-service procedures, scripts, and escalation processes.
• Communicate clearly with international customers using professional English.
• Document customer interactions and update information accurately in CRM/ticketing systems.
• Escalate complex or unresolved issues to the appropriate team.
• Follow up with customers when necessary to ensure proper resolution.
• Meet defined quality, productivity, response-time, and customer-satisfaction targets.
• Maintain confidentiality of customer and company information.
• Adapt to different customer requirements, time zones, and communication styles.
• Work according to rotational night-shift schedules, including weekends or holidays when required.

Required Skills

• Good spoken and written English communication.
• Comfortable communicating with international customers.
• Good listening and problem-solving abilities.
• Basic computer knowledge and familiarity with email, MS Office, CRM, or ticketing systems.
• Ability to multitask and manage multiple customer interactions.
• Strong attention to detail.
• Patience and a customer-oriented approach.
• Ability to work independently as well as in a team.
• Willingness to work rotational night shifts.

Educational Qualification

• Any graduate/diploma qualification may be considered.
• Freshers may be considered depending on the employer's requirements.
• Prior experience in international customer support, BPO, voice/non-voice support, or technical support is an advantage.

Work Schedule

• Shift: Rotational shifts, including night shifts.
• Workdays: Typically 5 days per week, depending on the process.
• Weekends/Holidays: May be included according to business requirements.
• Shift timing: May vary based on the international market/time zone supported.

• B.E ,B.Tech,B.Sc,Post-Graduation Freshers are not eligible
• Please bring the original physical copy of any of your identification documents for verification.
• Anyone who attended interview before 30 days are not eligible to attend walk-in.

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.