Customer Service Associate (CSA) — Chat

Firstsource

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) — Chat

• Grade: H1/H2

• Function/Department: Operations

• Role Description: As a Chat Support CSA, you will be the first point of contact for customers reaching out via web chat — resolving queries, addressing concerns, and helping them get the most out of our client's products and services.

• Roles & Responsibilities

• Respond to customer queries via chat, providing accurate information and resolving complaints related to the organization's products or services

• Understand customer needs and ensure all concerns are addressed clearly through chat

• Update account information and perform routine account maintenance based on customer requests

• Identify customers' underlying needs and recommend relevant products or services where appropriate

• Direct customers to relevant pages on the client's website for self-service information

• Communicate promptly, politely, and professionally in all customer interactions

• Consistently meet SLA targets and quality benchmarks for the process

• Manage multiple conversations simultaneously while prioritizing effectively to deliver excellent service

• Maintain strict data confidentiality and comply with information security and compliance standards

• Key Eligibility Criteria

• Flexible Work Timing (UK/US/AUS/IND)

• Rotational Weekly Offs

• Rotational Shift — 24/7 Environment

• Communication level at CEFR B1/B2 (process specific)

Qualifications

• Bachelor's degree or equivalent (freshers welcome to apply)

• Undergraduates with a minimum of 1 years' customer service experience will also be considered

• Relevant Experience as per product

• 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.