Customer Service Associate Job in Mumbai at Firstsource Solutions Ltd.

Firstsource Solutions Limited is hiring for the role of Customer Service Associate!

Responsibilities of the Candidate:

• Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues, complaints, enquiries or challenges.
• Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
• Grasp, Comprehend & clear the training period with relevant toll-gate scores
• Attend all team briefing/meetings/coachings on a timely basis.
• Be knowledgeable of regular process changes provided
• Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
• Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
• Adhere to Company Code of Conduct & policies laid by the HR
• Handle inbound or outbound calls, chats, emails or data from customers (depending on process assigned)
• Connecting with customers, listen, understand and empathize with their issues to provide the best suitable resolution at first contact where possible.
• On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
• Act as a team player and coordinate work respectfully with fellow members in co-ordination.
• Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.
• Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.
• Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.
• Work closely with team leader by implementing the coaching aspects discussed for self and career development

Requirements: