Associate/Sr Associate - Email/Chat support

Responsibilities

• Respond to customer inquiries promptly and professionally via phone, email, and chat.
• Handle a wide range of concerns including product/service issues, billing, and general inquiries.
• Demonstrate empathy and understanding while addressing customer needs and concerns.
• Proactively follow up with clients to ensure issues are resolved to their satisfaction.
• Escalate complex issues to appropriate teams or supervisors for timely resolution.
• Adhere to established service level agreements (SLAs), quality standards, and company policies.
• Maintain clear and detailed records of all customer interactions and documentation.
• Collaborate with internal teams to resolve concerns requiring cross-functional support.

Requirements

• Graduate Fresher or Undergraduate with at least 2 years of experience.
• Prior experience in a customer service role.
• Excellent English communication skills (written and verbal).
• Ability to work flexible hours, including weekends and holidays, to support 24/7 operations.
• Strong customer service orientation and the ability to remain calm under pressure.

Preferred Qualifications

• Proficiency in CRM tools and customer service ticketing systems.
• Knowledge of additional European languages is an advantage.
• Ability to work effectively in a fast-paced, dynamic environment.

About the Company

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted partners to over 100 leading brands globally across Healthcare, Telecommunications, Media, and Banking/Financial Services verticals.