Associate / Sr Associate - Email/Chat Support

The Customer Service Associate role at Firstsource Solutions involves providing exceptional customer service to clients through various communication channels such as phone, email, and chat. As a frontline representative, you will be responsible for addressing customer inquiries, resolving issues, and ensuring customer satisfaction. Your role as a brand ambassador is crucial in maintaining positive relationships with customers and upholding the company's reputation. Key Responsibilities: - Respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring accurate information and effective issue resolution. - Handle a wide range of customer concerns including inquiries, product/service issues, billing inquiries, and general questions. - Demonstrate empathy and understanding while addressing customer needs, ensuring a positive customer experience. - Proactively follow up with clients to ensure their concerns are resolved satisfactorily. - Escalate complex issues to appropriate teams for timely resolution. - Adhere to service level agreements (SLAs) and quality standards to meet or exceed customer expectations. - Ensure compliance with company policies, procedures, and data protection regulations. - Analyze customer issues, identify root causes, and implement effective solutions. - Collaborate with internal teams to resolve customer concerns requiring cross-functional support. - Develop a comprehensive understanding of the organization's products and services to provide accurate information to customers. - Stay updated on product/service offerings to address customer inquiries effectively. - Maintain accurate records of customer interactions and resolutions. - Communicate effectively with customers and internal teams using clear and professional language. - Participate in training sessions and skill development programs to enhance customer service and problem-solving abilities. - Provide feedback to improve service efficiency and customer satisfaction. Expected/Key Results: - Achieve high levels of CSAT, NPS scores, and other customer satisfaction metrics. - Adhere to regulatory compliance standards. - Achieve quality scores and process-specific metrics. - Adherence to process SOPs and schedule. Preferred Qualifications and Experience: - Graduate Fresher or Undergraduate with 2 years of experience. - Prior experience in customer service is preferred. Competencies & Skills: - Excellent communication skills in English; proficiency in additional European languages is an advantage. - Strong customer service orientation with the ability to handle challenging situations calmly. - Familiarity with customer service software, ticketing systems, and CRM tools is beneficial. - Empathetic and patient demeanor with a genuine desire to assist customers. - Ability to work in a fast-paced, dynamic environment and adapt to changing priorities. - Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.,