Customer Support Associate

Role Description

• Revert on emails or chats written by the customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
• Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
• Ability to solve problems – look for solutions aligned to customer’s perspective and deliver on all commitments
• Teamwork – consistently work together, trust each other and engage in constructive conversations for the good of the team

Key Results

• External Performance Measurements- ask relevant external groups to evaluate various program activities – usually through surveys of individuals within these groups – related to the services they have experienced
• Internal Performance Measurements- used to assess and monitor the internal operation of an organization.

ROLE HOLDER PROFILE

A. Preferred educational qualifications: Minimum SSC (10th) passed. B. Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry C. Skills and Competencies

i. Functional / Technical:

• Computer literate eg. Outlook, Word, Internet Explorer

• Typing skills: Process specific cut offs

• Good written English communication ii. Behavioral:

• Professional & Courteous in mannerisms

• Ability to liaise with customers at all levels

• Ability to handle and resolve complex customer calls

D. Corporate Values

Must demonstrate Firstsource values – REACCH that acts as our north star, helping us achieve our goals in a uber competitive, digital-first world while meeting customer and investor demands for social responsibility.

• Risk-Taking Dare to go beyond Challenge status quo every day. Be strategic. Be ambitious. Be resilient.
• Execution Excellence Strive to be the best Collaborate, co-create and drive excellence.
• Agility Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset.
• Customer First Keep customers at the heart of every action.
• Credibility Instil trust, confidence and accountability Seek answers rooted in ‘what's right’ and not ‘who's right’.
• Humaneness Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards environment.