Associate/Sr Associate - Query Management

Responsibilities

• Respond to customer queries via calls, chat, or email to provide effective resolutions and support.
• Update and process information accurately into the company systems.
• Resolve customer problems in a timely manner and take ownership of customer commitments.
• Liaise with internal teams when queries cannot be resolved at the first point of contact.
• Use clear, simple English to deliver information and solutions effectively.
• Maintain a high level of professional integrity and empathy when dealing with customers.

Requirements

• Minimum SSC (10th) passed; 10+2 or Graduation is preferred.
• Fluent spoken English with strong interpersonal and communication skills.
• Basic technical knowledge including Broadband, Wi-Fi, UPS, cables, and router troubleshooting.
• Ability to handle queries and escalations professionally.

Preferred Qualifications

• Minimum 1 year of experience in a BPO or a related industry.
• Experience in international voice support roles.

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 across the US, UK, Philippines, Mexico, and India.