Associate KA

Firstsource · IT Services & Consulting

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)

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)

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask candidates for money at any

stage. Please beware of fraudulent offers and verify all communication through official channels or @firstsource.com email

addresses.