Associate/Sr Associate - Query Management

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.
• Proactively follow up with clients to ensure complete resolution of their concerns.
• 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 resolutions.
• Collaborate with internal teams to resolve issues requiring cross-functional support.

Requirements

• Graduate fresher or Undergraduate with at least 2 years of relevant experience.
• Excellent English communication skills (written and verbal).
• Strong customer service orientation and ability to remain calm under pressure.
• Proven problem-solving skills and ability to identify root causes.
• Ability to work flexible hours, including weekends and holidays, to support 24/7 operations.

Preferred Qualifications

• Prior experience in a customer service or contact center environment.
• Familiarity with customer service software, ticketing systems, and CRM tools.
• Proficiency in additional European languages is an advantage.

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.