Job Description Customer Service Associate
About the Role
We are looking for customer-focused individuals with strong communication and multitasking abilities to join our Digital Care team. The role involves handling customer interactions via calls while ensuring an excellent customer experience.
Key Responsibilities
- Handle customer calls promptly within agreed timelines and as per defined processes and procedures.
- Provide accurate and timely information with appropriate resolutions to customer queries.
- Meet and exceed operational targets and performance metrics set for the process.
- Maintain queue levels in accordance with SLA targets.
- Develop and maintain strong working knowledge of BT systems and tools.
- Deliver an excellent customer experience across all interaction channels.
- Escalate any process-related issues to queue owners, line managers, and support teams that may impact customer satisfaction.
- Share best practices within the team and across Digital Care teams to improve service delivery.
Skills & Qualifications
- Prior experience in customer service within a call center environment is preferred.
- Excellent English communication skills (both verbal and written).
- Good typing speed (minimum 40 WPM) with strong multitasking ability.
- Strong questioning, listening, and problem-solving skills.
- High level of empathy and ownership in customer interactions.
- Competent in objection handling, diffusing difficult situations, and managing customer complaints.
- Strong customer interaction skills with the ability to identify and understand customer needs.
- Good self-management skills including adherence, attendance, AHT, and wrap-up management.
Eligibility Criteria
- Any Graduate
- BE/B.Tech freshers are not eligible
- Excellent verbal communication skills
- Ability to handle customer queries professionally
Kindly share CV to [Confidential Information] or 8637451071
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or [HIDDEN TEXT] email addresses.
