About this role
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 or @firstsource.com email
addresses.