Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes 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, Mexico, and India. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals.Job Title: Customer Support Associate – Collections VoiceGrade: H1/H2Job Category: Senior Associate / AssociateFunction/Department: OperationsReporting to: Team LeaderRole Description: A CSA in this role responds to customer queries and provides resolution, support, and assistance to the customers who call pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries.Revert on calls to customers on a variety of issuesUpdate and process information accurately into the system(s)Resolve customer problems in a timely mannerTake ownership & deliver on customer commitmentsLiaise with others within the process in the event where a customer query cannot be resolved at first point of contactClear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy mannerProfessional 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 commitmentsTeamwork – consistently work together, trust each other and engage in constructive conversations for the good of the teamKey ResultsExternal 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 experiencedInternal Performance Measurements: used to assess and monitor the internal operation of an organization.ROLE HOLDER PROFILEPreferred educational qualifications: Min. Qualification- Under graduation in any stream.Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry; any experience in Telecom & Collections would be an added advantage.Skills and CompetenciesFunctional / Technical:Computer literate e.g. Outlook, Word, Internet ExplorerTyping skills: Process specific cut-offsVerbal and written English communicationBehavioral:Professional & Courteous in mannerismsAbility to liaise with customers at all levelsAbility to handle and resolve complex customer callsMust 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-TakingDare to go beyondStrive to be the bestCollaborate, co-create and drive excellence.AgilityMove ahead of time quicklyStay nimble, adapt fast and learn constantly with a 'Digital First' mindset.Customer FirstKeep customers at the heart of every action.CredibilityInstill trust, confidence, and accountabilitySeek answers rooted in 'what's right' and not 'who's right'.Be fair, respectful, transparent, and sensitiveCare for your community; act responsibly towards the environment.
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