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CSA

Firstsource

0 years

0 Lacs

Gurugram Haryana India

Posted:1 week ago| Platform:

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Skills Required

service training coaching management schedule code data reasoning

Work Mode

On-site

Job Type

Full Time

Job Description

Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues, complaints, enquiries or challenges.

Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team Performance.
Grasp, comprehend & clear the training period with relevant tollgate scores.
Attend all team briefing/meetings/coaching on a timely basis.
Be knowledgeable of regular process changes provided.
Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
Adhere to Company Code of Conduct & policies laid by the HR
Handle inbound or outbound calls, chats, emails or data from customers (depending on process assigned)
Connecting with customers, understand and empathize with their issues to provide the best suitable resolution at first contact where possible.
On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer Understands the reasoning behind decisions that are made.
Act as a team player and coordinate work respectfully with fellow members in co-ordination.
Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.
Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.
Work towards targets set, manage own time and prioritize tasks to meet through expected work discipline as a professional.
Work closely with team leader by implementing the coaching aspects discussed for self and career development

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Firstsource

Business Process Outsourcing (BPO)

Mumbai

30,000+ Employees

360 Jobs

Key People

K. S. Raghunandan

CEO
Krishan Sagar

Group CFO
Shikha Suri

Chief Marketing Officer
Vinay Kumar

Chief Operating Officer

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