Customer Support Representative 2

Firstsource-Solutions-1; United States; On-site; USD 28,000 - 36,000; Full time

Job summary

Firstsource Solutions is seeking a Customer Service Associate (CSA) — Voice to handle incoming and outgoing customer calls, provide accurate billing information, and resolve queries while upholding data protection and SLA standards.

You will update client systems, identify needs, promote relevant products or services where appropriate, and work in a 24/7 environment with rotational shifts; CEFR B1/B2 level English required.

Qualifications

• 1+ year of customer service experience desired.
• Voice/phone experience preferred.
• Experience in Sales/Retention/Customer Service is a plus.
• CEFR B1/B2 communication level required.

Responsibilities

• Handle incoming and outgoing customer calls, resolving queries and providing account/billing information.
• Update account information and client systems accurately based on requests.
• Verify and authenticate information per data protection standards before sharing.
• Identify customer needs and promote relevant products/services where appropriate.
• Maintain SLA compliance, call quality, and data confidentiality.
• Handle multiple tasks while prioritizing effectively.

Skills

Customer service

Phone handling

Communication

Data entry

Education

Undergraduate student

Job description

Customer Support Representative 2

Location: US

Requisition ID: 24208

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, Australia, South Africa 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: Customer Service Associate (CSA) — Voice

Grade: H1/H2

Function/Department: Operations

Role Description: A CSA in this role handles incoming and outgoing customer calls related to the client's

business, delivering accurate information and resolutions while ensuring a high standard of customer

satisfaction.

Roles & Responsibilities

• Handle incoming and outgoing customer calls with professionalism, resolving queries and providing accurate account/billing information
• Update account information and client systems accurately based on customer requests
• Verify and authenticate information as per data protection standards before sharing
• Identify customer needs and promote relevant products/services where appropriate
• Maintain SLA compliance, call quality, and data confidentiality throughout
• Handle multiple tasks simultaneously while prioritizing effectively

Key Eligibility Criteria

• Flexible Work Timing (UK/US/AUS/IND)
• Rotational Weekly Offs
• Rotational Shift — 24/7 Environment
• Willing to work with transport facility provided at non-social hours
• Communication level at CEFR B1/B2 (process specific)

Qualifications

• Undergraduates with a minimum of 1 years' customer service experience will also be considered
• Prior voice experience (preferred)
• Experience in Sales / Retention / Customer Service (preferred)