International Voice Process

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader in providing business process solutions and services across the customer lifecycle. With operations across the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, Firstsource delivers domain-focused solutions across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other industries.

Job Details

Job Location: Bangalore

Designation: Customer Support Associate

Process: UK International Voice Process

Division: BPO

Mode of Work: Work from Office

Working Days: 5 Days Working

Shift: UK Shift Timings

Experience: Minimum 0–3 years of experience in Customer Service / International Voice Process

Education: Graduation not mandatory

Role & Responsibilities

• Handle inbound and outbound customer calls from UK customers in a professional and courteous manner.
• Provide accurate information and effective solutions to customer queries and concerns.
• Understand customer requirements and resolve issues within defined process guidelines.
• Maintain a high level of customer satisfaction through excellent communication and service.
• Follow all process, quality, compliance, and customer service standards.
• Meet defined SLA, KPI, productivity, quality, AHT, and CSAT targets.
• Accurately document customer interactions and update relevant systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Demonstrate active listening and effective problem-solving skills while handling customer interactions.
• Maintain professionalism and patience while dealing with challenging customers.
• Adhere to attendance, schedule, break, and process adherence requirements.
• Participate in training, coaching, team meetings, and process update sessions.
• Work effectively as part of a team and contribute toward achieving overall business targets.

Key Performance Indicators

Employees will be measured on:

• Customer Satisfaction (CSAT)
• Quality Score
• Average Handling Time (AHT)
• Productivity
• First Call Resolution (FCR)
• Schedule / Process Adherence
• Attendance
• SLA Achievement

Required Skills:

• Excellent verbal and written English communication skills.
• Comfortable communicating with UK customers over the phone.
• Good listening and interpersonal skills.
• Strong customer service orientation.
• Good problem-solving and decision-making skills.
• Ability to handle customer complaints and difficult situations professionally.
• Ability to work under pressure and meet performance targets.
• Basic computer knowledge and familiarity with CRM/customer support systems.
• Willingness to work in UK shift timings.
• Willingness to work from office in Bangalore.

Eligibility:

Education: Graduation not mandatory

Experience: Candidates with experience in UK International Voice Process, International BPO, Customer Service, Customer Support, Technical Support, or Voice Process will be preferred.

Work Location & Shift

Location: Bangalore

Work Mode: Work from Office

Shift: UK International Voice Process

Working Days: 5 Days Working

Address: Firstsource Solutions Limited Unit-202, 2nd Floor, Block A, Brigade tech gardens Brigade Properties Private Limited, Brookefields, Kundalahalli Whitefield, Marathahalli, Bengaluru, Bengaluru Urban Karnataka - 560037

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 @firstsource.com email addresses.

Contact Details

Bhanumathi

Email: [Confidential Information]