Collection Representative
$7.25 per hourFirst Source LLC
Experience Required
1 - 20 years
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
1 Firstsource Sol utions Limited | February 15, 2023
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 efficie ncy, 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, Mexico and India. Our 'rightshore' delivery m odel
offers solutions covering complete custo mer lifecycle across Healthcare,
Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies
Job Title: Customer Support Associate - International Voice
Grade : H1/ H2
Job Category: Senior Associate / Associate
Function/Department : Operations
Reporting to: Team Leader
Role Description : A CSA in this role responds to customer queries and provide s
resolution, support and assistance to the customers who calls pertaining to
existing/new queries on services provided by the client. The Agent will play an integral
role in improving the customer experience by providing fast, friendly and effective
servic e with accurate and personal solutions to customer enquiries.
Roles & Responsibili ties
Revert on calls to c u stomer on a variety of issues
Update and process information accurately into the system(s)
Resolve c ustomer problems in a timely manner
Take ownership & deliver on c ustomer commitments
Liaise with others within the process in the event where a customer query
cannot be resolved at first point of contact
- Clear Communication - during all conversations with c ustomers, uses simple
English that deli vers information and solutions in a n easy manner
- Professional Focus - demonstrates a high level of personal and profession al
integrity when dealing with customers as well as t reats all customers with
empathy, respect and consideration.
- Ability to solve pr oblems - look for solutions aligned to c ustomer's perspective
and deliver on all commitments
- Teamwork - consi stently work together, trust each other and engage in
2 Firstsource Sol utions Limited | February 15, 2023
Key Results
- External Performance Measure ments - ask relevant external groups to
evaluate various program activities - usually through surveys of individuals
within these groups - related to the services they have experienced
- Internal Performance Measurements - used to assess and monitor the
intern al operation of an organization.
ROLE HOLDER PROFILE
A. Preferred educational qualifications : Minimum SSC (10 th ) passed.
B. Preferred work experience: Fresher/Experienced with minimum 1 year of
experience in a BPO/related industry
C. Skills and Competencies
i. Functional / Technical:
Computer literate eg. Outlook, Word, Internet Explorer
Typing skills: Process specific cut offs
Verbal and written English communication
ii. Behavioral:
Professional & Courteous in mannerisms
Ability to liaise with customers at all levels
Ability to handle and resolve complex customer calls
D. Corporate Values
Must demonstrate Firstsource values - REACCH that acts as our north star, helping
us achieve our goals in a uber competitive, digital - first world while meeting customer
and investor demands for social responsibility.
R isk - Taking
Dare to go beyond
Challenge status quo every day. Be strategic. Be ambitious. Be resilient.
E xecution Excellence
Strive to be the best
3 Firstsource Sol utions Limited | February 15, 2023
A gility
Move ahead of time quickly
Stay nimble, adapt fast and learn constantly with a 'Digital First' mindset.
C ustomer First
Keep customers at the heart of every action.
C redibility
Instil trust, confidence and accountability
Seek answers rooted in 'what's right' and not 'who's right'.
H umaneness
Be fair, respectful, transparent and sensitive
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
23962
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