CSA

A CSA in this role responds to customer queries and provides 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 service with accurate and personal solutions to customer enquiries.
Roles & Responsibilities (Indicative not exhaustive)
Revert on calls to customer on a variety of issues
Update and process information accurately into the system(s)
Resolve customer problems in a timely manner
Take ownership & deliver on customer 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 customers, uses simple English that delivers information and solutions in an easy manner
Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
Ability to solve problems - look for solutions aligned to customer s perspective and deliver on all commitments Teamwork - consistently work together, trust each other and engage in constructive conversations for the good of the team
Key Results
External Performance Measurements- 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 internal operation of an organization.
Role Holder Profile
A. Preferred educational qualifications: Minimum SSC (10th) passed, Any Graduation
B. Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry
Firstsource Solutions Limited | March 15, 2023 2
C. Skills and Competencies:
Effective communication skills, Interpersonal skills, should be fluent in spoken English
Knowledge and understanding on query and escalations.
Basic Technical knowledge like, Broadband/Internet, UPS issues, cables, net, Wi-Fi router troubleshooting etc.
D. Corporate Value 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.