Customer Representative

Responsibilities

• Manage large volumes of customer interactions via chat, phone, and email for international processes.
• Address customer complaints, research issues, and provide appropriate solutions and alternatives within established time limits.
• Update and process information accurately into case management systems and spreadsheets.
• Present and sell company services to current and potential customers.
• Escalate complex customer service issues to the appropriate teams when required.
• Maintain professional integrity and treat all global customers with empathy and respect.
• Perform administrative tasks including mailing, filing, and report preparation as needed.

Requirements

• Graduation or Under-graduation degree (Note: BE/Btech or Masters freshers are not eligible; Btech/Masters with relevant experience may be considered).
• Excellent written and verbal English communication skills.
• Strong phone contact handling, email writing, and active listening skills.
• Proficiency in MS Office (Word, Excel, Outlook, Teams, PowerPoint, SharePoint).
• Strong problem-solving and analytical skills to diagnose customer issues.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.

About the Company

Firstsource is a specialized global business process management partner and an RP-Sanjiv Goenka Group company. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries. With an established presence in 10 countries, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.