Associate Sr Associate - Query Management

Firstsource; Cebu City, Isabela; On-site; PHP 223,000 - 357,000; Full time

Job summary

Firstsource Solutions is seeking an Associate / Sr Associate - Email/Chat/Voice support in Cebu City to deliver exceptional customer service for clients worldwide. Handle inquiries via phone, email, and chat, resolving issues and maintaining positive relationships.

Graduates or undergraduates with up to 2 years of experience are welcome. Strong English communication is essential, with additional languages a plus. Training is provided in a fast-paced, 24/7 environment.

Qualifications

• Excellent communication skills in English with clear articulation.
• Familiarity with CRM tools and ticketing systems is advantageous.
• Graduate or near-graduate candidates welcome, 2 years of experience preferred.
• Customer service orientation with calm, professional demeanor.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly.
• Resolve product/service issues and address billing inquiries.
• Maintain accurate records of interactions and outcomes.
• Escalate complex issues to appropriate teams when needed.
• Adhere to SLAs and quality standards while protecting data privacy.
• Collaborate with internal teams to ensure customer satisfaction.

Skills

Customer service

English communication

Multilingual advantage

CRM tools

Ticketing systems

Empathy

Adaptability

Education

Graduate Fresher

Undergraduate – 2 Years Experience

Tools

CRM software

Ticketing systems

Job description

Job Description:

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Associate / Sr Associate - Email/Chat support/Voice

Job Type: Full Time

Grade: H2

Job Category: Associate

Function/Department: Operations

Reporting to: Team Leader

Role Description: The Associate / Sr Associate - Email/Chat/Voice support is a frontline role responsible for delivering exceptional customer service to clients based in various regions. The role involves handling customer inquiries, resolving issues, and providing support across multiple communication channels, including phone, email, and chat. The Customer Service Associate will act as a brand ambassador, ensuring client satisfaction, and maintaining positive relationships with customers.

Roles & Responsibilities

• Respond to customer inquiries promptly and professionally via phone, email, and chat, providing accurate information and resolving issues effectively.
• Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
• Demonstrate empathy and understanding while addressing customer needs and concerns.
• Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
• Escalate complex issues to the appropriate teams or supervisors for timely resolution.
• Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
• Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
• Analyze customer issues and apply problem-solving skills to identify root causes and implement effective solutions.
• Collaborate with internal teams to resolve customer concerns that require cross-functional support.
• Develop a comprehensive understanding of the organizations products and services to provide accurate and helpful information to customers.
• Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
• Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
• Communicate effectively with customers and internal teams, using clear and professional language
• Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
• Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

Expected/Key Results

• Deliver high levels of CSAT / NPS scores / others
• Adherence to regulatory Compliance
• Achieve quality scores
• Deliver on defined process specific metrics
• Adherence to process SOPs
• Schedule adherence

Preferred Educational Qualifications

• Graduate Fresher
• Undergraduate – 2 Years Experience

Preferred Work Experience

• Prior experience in customer service

Competencies & Skills

• Excellent communication skills in English; proficiency in additional European languages is an advantage.
• Strong customer service orientation with the ability to remain calm and composed while handling challenging situations.
• Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
• Empathetic and patient demeanour with a genuine desire to assist customers.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.

Requirements: