Provide excellent customer service through inbound/outbound calls to international customers. Understand and resolve customer issues related to [product/service], ensuring a positive experience. Handle customer complaints, inquiries, and requests in a courteous and efficient manner. Achieve and maintain set targets related to call quality, customer satisfaction, and response time. Troubleshoot and provide solutions for technical or non-technical issues as per the service provided. Maintain accurate records of customer interactions, transactions, comments, and complaints in the system. Collaborate with internal teams to resolve complex issues and ensure customer satisfaction. Ensure compliance with company policies, procedures, and guidelines. Continuously improve knowledge of products/services to provide effective solutions. Follow-up on customer feedback and escalate unresolved issues to the appropriate team. Skills & Qualifications : Education : Minimum qualification of [High School/Graduation.) Experience : 0-2 years of experience in customer service, ideally in an international voice process. Language Proficiency : Excellent communication skills in [English/Other languages, if applicable] (both written and spoken). Technical Skills : Basic knowledge of computer operations and familiarity with CRM tools. Problem-Solving : Ability to assess situations and provide solutions in a timely manner. Customer-Focused : Strong customer orientation with a focus on delivering excellent service. Team Player : Ability to work effectively within a team, with strong interpersonal skills. Flexibility : Willingness to work in different shifts, including weekends and holidays, depending on the business needs. Preferred Skills : Previous experience in an international voice process or customer service role is a plus. Knowledge of customer service best practices and call handling techniques. Multilingual capabilities are highly desirable (depending on the market/region served).

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Summary T he holder of this role manages all Employee Experience & Retention activities of the aligned process. the role also requires ensuring all EE&R activities and performance standards are carried out as planned within the agreed time frames with no short fall in TAT thereby ensuring the highest levels of employee engagement and employee satisfaction in the process. Key Responsibilities Employee Relationship management and Communication: To be the single point of contact providing EE&R representation in the aligned process through effective employee relations/counsel & query/grievance handling. Conduct policy sessions during induction, training and BAU (refresher) stages. Ensure sufficient presence and visibility on the operations floor. Own and facilitate the Reward and Recognition process (including distressing) across the floor. Assist the floor in activities where EE&R intervention is required. Timely execution of ESAT/Dipstick &360 Surveys and carry out required action in identified areas. Communicate any policy/procedure updates/additions/deletions to all the concerned people in the process Drive Corporate Social Responsibility initiatives. Meet with the Team Leaders/Managers and Teams at regular intervals to understand their concerns and to apprise them of any HR updates - skip level meetings and One-on-ones. Drive fun activities in the process Career Progression & Performance Management Ensure timely communication/execution/completion of Performance Management Process (annually and bi-annually and monthly). Facilitation & timely execution of Internal Job Postings (Lateral) in the Process. Conduct the assessment centre for promoting advisors to the next level . Compliance Increments of employees as per the life cycle approach Ensure that confirmations are done after six months Ensure that payroll inputs reach the coordinators in time and signs off the payroll before it is sent to the vendor Follow up on Background Checks and ensure that action is taken on employees with unfavourable reports. Own and prepare the weekly headcount and attrition reports. Provide information and support for carrying out of eff ective Audits. ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses. Show more Show less

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-cantered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Senior Manager- Business Transformation Function/Department: Business Transformation Responsibilities : We are looking for a Business transformation Manager to join our team. The ideal candidate will be responsible for ensuring that processes within the organization run smoothly and efficiently. They will work with a team of individuals from across the company to develop new ways of working, implement improvements , drive digital interventions, and ensure that everything is running smoothly. This role aligns with our Digital first mindset. Working with management to determine strategy for new initiatives or projects. Reviewing current processes and recommending changes based on industry best practices. Perform gap identification exercise in process mapping using AS-IS and TO-BE process maps Assessing and prioritizing improvement opportunities and impacts (risk, customer satisfaction, error reduction, system capabilities / constraints) Ability to perform data analysis and identify the key inference for driving the impacted metrices Map customer journeys and identify issues/ opportunities for process re-engineering and digital enhancement Engage with stakeholders to understand their requirements, conduct RCA to identify opportunities, deploy solutions and provide regular updates on progress. Ability to identify the digital intervention for improving the efficiency and effectiveness of processes Developing an implementation plan for each project, including identifying stakeholders, creating timelines, and developing budgets. Implementing projects to improve processes within the organization, such as Lean Six Sigma initiatives or process mapping exercises. Managing the execution of transformation initiatives, including tracking progress and ensuring that milestones are met. Communicating with stakeholders about transformation initiatives and their impact on the business. Monitor & audit the deployed processes for effectiveness & efficiency Responsible for generating business impact for the clients using the CI methodologies and frameworks Responsible for identifying the Gen AI opportunities -Capabilities, applicability and business case Understanding of scenario to implement the AI, ML tools. Qualifications & Experience requirements : Bachelor’s degree in a related field, such as business administration, management or engineering. Experience in business transformation and change management in previous organisation is desired. Good/Strong understanding of Generative AI, predictive ML, and data analytics. Excellent communication and interpersonal skills. Ability to work independently and as part of a team in Hybrid setup Key Performance Indicators- Value delivered through projects in different client businesses across Operations, Digital and Technology. Automation identification and deployment with support from Digital and technology teams. Project Management and Process Improvement Facilitating change including facilitated Idea generation and idea management. Working collaboratively with Digital, Tech, Cx and automation teams to deliver the key objectives ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses. Show more Show less

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Purpose Of The Role This is a Senior Manager role in the Talent Development Centre of Expertise (CoE) is a global role that is responsible for driving successful implementation of Talent Development(TD) initiatives across the organization in collaboration with HR Business Partners and other key stakeholders (Talent Management, Leadership, Corp Comm etc). The TD process helps the organization in building current and future capabilities across People Managers and above in the organization. It also includes supporting be future-ready by building leadership pipeline with direction from the Talent Management Team (TM). A robust Performance management and TNI process enables identification of critical business and individual capabilities This role will also be involved in leading organization behaviours and organization development projects. Roles & Responsibilities Deliver leadership and behavioural training to junior and mid management supervisors Devise programs to develop executive potential among employees in identified spans. Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status. Keep up with developments in area of expertise by reading current journals, books, or magazine articles. Evaluate modes of training delivery, such as in-person or virtual to optimize training effectiveness, training costs, or environmental impacts. Evaluate training materials prepared by instructors, such as outlines, text, or handouts. Evaluate training impact based on Kirk Patrick – 5 levels Develop alternative training methods if expected improvements are not seen Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials Offer specific training programs to help employees maintain or improve job skills. Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures. Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives. Analyze training needs to develop new training programs or modify and improve existing programs. Select and assign instructors to conduct training Deliver on organization projects as identified by leadership Design and report out to management and key stakeholder’s status of projects, interventions etc. ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses. Show more Show less

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. To know more about Firstsource please visit our website www.firstsource.com Job location : Bangalore Position : Team Lead Division : BPM Experience : Minimum of 3-5 years of experience in fraud detection, investigation, and prevention, with at least 1 year in a leadership role Role Description: The Team Leader for our Europe Business is responsible for leading, managing, and motivating a team of professionals to achieve high-performance results, meet objectives, and contribute to the success of our European business segment. Leadership and Supervision: Lead and mentor a team of Fraud Team Associates, providing guidance, support, and performance management. Strategic Planning: Develop and implement comprehensive fraud detection and prevention strategies aligned with organizational goals. Investigation Oversight: Oversee complex fraud investigations, ensuring thoroughness, accuracy, and timely resolution. Process Improvement: Continuously evaluate and enhance fraud detection systems, processes, and policies to increase efficiency and effectiveness. Reporting and Analytics: Prepare and present detailed reports on fraud trends, investigation outcomes, and risk assessments to senior management. Regulatory Compliance: Ensure all fraud management activities comply with relevant laws, regulations, and industry standards. Monitor and manage team performance, conducting regular performance evaluations, and identifying opportunities for improvement. Oversee day-to-day operations, ensuring smooth workflow and adherence to company policies and procedures. Maintain a strong focus on client satisfaction, ensuring that service levels meet or exceed client expectations Expected/Key Results Top of Form Ensure that the team consistently meets Service Level Agreements (SLAs) in accordance with project specifications. Take responsibility for delivering exceptional customer service and effectively manage client escalations to maintain client satisfaction. Uphold strict adherence to quality standards, established processes, and company policies. Manage attendance and roster arrangements to ensure efficient team operations. Lead the team effectively, fostering collaboration and resolving conflicts when they arise. Invest in self-improvement and continually enhance skill sets to stay at the forefront of the field Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

ROLE AND RESPONSIBILITY Handle inbound/outbound calls from customers in a professional manner. Resolve customer queries, complaints, and requests related to products or services. Maintain a high level of customer satisfaction through effective communication. Escalate complex issues to the relevant department or supervisor. Meet performance targets such as call quality, call handling time, and customer feedback. Update customer details and call logs in CRM systems. Follow company policies, procedures, and scripting guidelines during customer interactions. Preferred Skills: Excellent verbal communication skills in English and/or regional languages. Active listening and problem-solving capabilities. Patience, empathy, and customer-centric approach. Basic computer knowledge and typing skills. Prior BPO or call center experience is a plus. WRITE HR ' MANSI ' ON THE CV BEFORE SUBMMITING AND CALL ON- 9008962148

The role has the overall responsibility for developing and managing CX Solutions and preparing the collaterals and marketing material. The responsibilities will include defining and designing the solutions based on client requirements and RFPs/RFI’s. Location: Bangalore/ Hyderabad/Mumbai/Remote Roles & Responsibilities Engage with the Solutions, Pre-sales, sales, ops teams in identifying gather requirements, pain points, and business goals. Develop technical and business documentation, including architecture diagrams, solution overviews, and value propositions (including cost benefit analysis) Collaborate with necessary stakeholders in preparing the entire response based on requirements Assess and recommend CX tools (e.g., CRM systems, IVR, chatbot solutions), proprietary OR partner products and solutions Design integration strategies as needed from a technical perspective Work closely with IT, operations, marketing, and analytics teams to ensure solution feasibility and scalability Incorporate insights from operations and customer feedback to refine solutions Project planning - Define milestones, timelines, and deliverables for solution deployment Guide the implementation team on solution architecture and resolve technical issues Stay updated on trends like generative AI, sentiment analysis, and predictive analytics that can drive customer experience and operational efficiency Key Skills Has worked on large scale enterprise solution design and architecture for contact centers Good oral and written communication Good interpersonal, influencing, and negotiation skills (stakeholder management, client interaction), planning, problem-solving and analytical skills Should be creative and have an innovative mindset Crisis, conflict management, and issues management skills An eye for detail as well as an understanding of the big picture Appreciate and understand client business. Good team management skills and people management skills Flexibility in meeting changing business needs Qualification & Experience Graduate/Postgraduate from reputed institute (Full Time) 12+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX) Understands proposal, costing and pre-sales,contact center technologies Worked in GenAI projects in the CX space will be an added advantage. Cross industry exposure Strong analytical and quantitative skills Show more Show less

Job Description Designation : Customer Service Trainee Department : Operations Location : Chennai Report to : Team Leader, Operations. Work Set-up: Work from Office Work Brief This role responds to customer queries and provides resolution, support, and assistance to the customers pertaining to various products and services provided by our client through a blend/either of voice, email, web chat or backend documentation responses by delivering excellent customer service. Their goal is to educate and assist customers to make it as easy and as desirable as possible to do business. Core Responsibilities 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 toll-gate scores Attend all team briefing/meetings/coachings 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, listen, 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 prioritise 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 Value-Add Responsibilities Participative in team bonding, offline activities as necessary Assist new team members in need and breed the team culture Essential Knowledge Basic knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc. Essential Skills Willingness to work in rotating shifts (including night shifts). Communicate effectively, both orally and in writing. Flexibility to meet business requirements and fluctuating workload Organize, prioritize, and schedule work assignments. Hardworking and Smart working attitude with openness to feedback Have acceptable typing speed of atleast 20 WPM/90% Accuracy Minimum Qualification Graduate(Fresher) Show more Show less

Key Responsibilities: Handle customer queries via email, chat, or ticketing systems Ensure timely and accurate data entry, verification, and processing Resolve issues within defined turnaround times and ensure customer satisfaction Maintain updated knowledge of client products and service Follow standard operating procedures and adhere to company guidelines Collaborate with internal teams to ensure seamless operations Required Skills & Qualifications: Excellent written communication skills in English Strong attention to detail and analytical ability Good typing speed with accuracy (minimum 30-35 WPM) Proficient in MS Office and basic computer applications Ability to work in rotational/night shifts Minimum qualification: Graduates preferred Prior experience in a BPO or back-office environment is a plus Note : Kindly Mention HR name as Nawaz khan on above the CV while coming for Walk-in Interview Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Job Title: HR Recruiter Company: Firstsource Solutions Ltd. Location: Brigade Tech Garden, Brookfield, Bangalore Experience: 6 months & above Experience Candidates Contact/Meet - Sneha Paul Job Description: We are looking for a dynamic and enthusiastic HR Recruiter to join our team at Firstsource Solutions Ltd., focused on hiring for our International Contact Center operations. The ideal candidate will be responsible for end-to-end recruitment, sourcing quality candidates, and supporting the talent acquisition needs of the organization. Key Responsibilities: Manage the entire recruitment cycle for international voice process roles Source candidates through various channels such as job portals, social media, and referrals Conduct initial screening and schedule interviews Coordinate with hiring managers and ensure a smooth hiring process Maintain candidate databases and track hiring metrics Ensure a positive candidate experience throughout the recruitment journey Requirements: Strong communication and interpersonal skills Ability to work in a fast-paced, target-driven environment Willingness to learn and grow in the HR domain Prior recruitment experience What We Offer: Friendly and supportive work environment Opportunity to work with a reputed international BPO Training and development opportunities If you're passionate about recruitment and ready to kickstart or grow your career in HR, we'd love to hear from you! Contact Person - Sneha Paul Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses

Key Responsibilities: Handle inbound/outbound customer calls in a professional manner Resolve customer issues related to products, services, billing, or technical support Maintain accurate records of conversations and transactions Meet performance targets such as call quality, customer satisfaction, and response time Follow communication scripts and adhere to company policies and procedures Provide feedback to team leaders/supervisors to improve customer service Escalate unresolved issues to the appropriate internal team. Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses. Hiring for B.Com, B.B.A, B.C.A, B.A Please share me your CV Muhila.Arusamy@firstsource.com

Hiring for International Voice Process (work from office) Job responsibilities- Voice process Good communication skills. Performance and Sales Incentives. Objection handling skills. 2 days rotational work off in a week. 24*7 shift. Eligibility- HSC Fresher can also apply. Graduates (except B.Tech fresher with above 60%). Post Graduates (except LLB / Chartered Accountant / MBBS / ICWA). Transport boundary: Western line- Churchgate to Virar Central line- CST to Thane Harbour line- CST to Vashi Job Location - Mindspace, Malad west. Mandatory Documents Required- 1. Educational documents ( all originals). 2. Experience documents (Offer letter, Relieving letter, last 3 months payslip/bank statement). 3. Aadhar card, Pancard , Passport/ Driving license/ Voter Id. Interested candidates please share your resume on what's app or call on 9949436872 or Mail CV on vagji.sachin @firstsource.com Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

HIRING FOR INTERNATIONAL CHAT PROCESS JOB LOCATION: Mindspace Malad West. Education Qualification: Graduate fresher and HSC with experienced can apply (Commerce & Arts can Apply). SKILLS REQUIRED: Excellent verbal and Written communication skills. Basic Computer Knowledge. SHIFTS:5 Days Working & 2 Rotational Week Off. Transport boundary: Western line- Church gate to Virar. Central line- CST to Thane [MAIN CITY]. Harbour line- CST to Vashi. Role: Customer Service Executive. Industry Type: BPO / Call Centre Department: Customer Success, Service & Operations. Employment Type: Full Time, Permanent. Role Category: chat process. Education: UG With Experience or Graduate Fresher. Documents Required- 1. Educational documents ( all originals). 2. Experience documents (Offer letter, Relieving letter, last 3 months payslip/bank statement). 3. Aadhar card, PAN card. Interested candidates please share your resume on what's app or call on 9000458254 or Mail CV on" yanamalau@firstsource.com" with the subject line "International Chat Process" Regards, Firstsource 2nd FLOOR, PARADIGM B, MINDSPACE, MALAD WEST, Mumbai Suburban, Maharashtra, 400064, MUMBAI, Maharashtra, India. HR Upendra - 9000458254 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

We are hiring Freshers! HR Recruiter: Arun Kumar Position: Customer Support Associate (CSA) Industry: ITES/BPO Category: International Non-Voice Division: Healthcare International Business We are looking for enthusiastic candidates with excellent communication to join our team as Customer Support Associates in the International Non-Voice Process for Healthcare. Job Location: Firstsource Solution Limited, 5th floor ETA Techno Park, Block 4, 33 OMR Navallur, Chennai, Tamil Nadu 603103. Landmark near Vivira Mall. Shift Details: Night shift / Flexible to work in any shift and timing Cab Boundary Limit: Up to 30 km (One way drop cab) Key Skills: Strong Communication Skills Good Listening Skills Good Typing Skills Minimum Eligibility: Any UG Graduates from 2020 to 2024 can apply (No arrears) No other field experience is eligible (only freshers) Note: Post Graduate, B.E/B.Tech/M.B.A candidates are not eligible Walk-In Details: Walk-In Days: Monday To Friday Walk-In Time: 10:30 AM - 1.30 PM Required Documents: Bring your updated resume, educational documents, Pan card, Aadhar card (both original and xerox) Note: Mention Arun HR in top of your resume while walking-in for the discussion. Contact: Arun HR Phone: 8015721106 Email: arun.kumar9@firstsource.com Join us to be part of a dynamic team with career growth opportunities. We look forward to seeing you at the interview! You can refer your friends as well! Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or arun.kumar9@firstsource.com

Location: Hyderabad Job Type: Full Time Work Schedule: Rotational shifts/Night shift Experience Required: Freshers & Experienced (1 year in BPO) Languages: Fluent in French (spoken and written), good command of English WORK FROM OFFICE MODE About Us Firstsource is a leading BPO service provider, delivering customer experience, Healthcare and back-office solutions to global clients. We are currently expanding our multilingual support team and are looking for dynamic individuals fluent in French to join us. Key Responsibilities Handle customer queries via phone, email, or chat in French . Provide accurate and timely information, support, and resolution to client issues. Escalate complex issues to appropriate departments when necessary. Maintain a high level of professionalism and customer satisfaction. Requirements Fluency in French (B2/C1 level or higher); English proficiency required. Excellent communication and interpersonal skills. Prior experience in BPO/Customer Service is required. Ability to work in a fast-paced, target-driven environment. Basic computer skills and knowledge of MS Office tools. Interested candidates can share the cvs to Mitali.rai@firstsource.com

ABOUT FIRSTSOURCE: 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 including USA, UK, India, Mexico, Australia, Philippines etc. we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies. We make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Customer Representative Process: International Process Functions/Department: Operations Reporting to: Team Leader Role: Full-time (work from office) Location: Hyderabad Position summary: A customer representative is the role in which we have to respond to customer queries over the chats, phone calls and emails and provide support and resolution to existing/new queries on services provided by the client. The agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries coming from across the world, not just India. Eligibility Criteria  Qualification – Graduation/ Under-graduation both are eligible  Fresher and experience both are eligible  BE/Btech fresher and Masters fresher are not eligible  Btech and Master qualification requires minimum 1 year experience Responsibilities Manage large amounts of customer chats, incoming/outgoing phone calls and email exchanges from the customers across the globe Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution The Agent will have to present and sell company services to current and potential customers Resolve customer issues on timely manner Update and process information accurately into the system(s) Escalate customer service issues, if required Update and process information accurately into the case management system(s) and spreadsheets Provide support to other teams tasked with resolving complex issues Clear Communication - during all conversations with customers over the phone or email, use English that delivers information and solutions in an easy manner as customers will be calling from the across the world Follow communication procedures, guidelines, and policies Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration Teamwork – consistently work together, trust in each other, engage in constructive conversations for the good of the group Perform non-phone tasks whenever required - mailing, printing, copying, filing, report preparation, job aids Qualifications Excellent in written and verbal English communication Strong phone contact handling skills, email writing skills and active listening Good problem-solving skills Professional & courteous in speaking and writing Ability to analyse data and diagnose the issue Ability to multi-task, work through multiple system for diagnosis, prioritize and manage time effectively Ability to liaise with customers at all levels Ability to handle and resolve complex customer calls MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint Corporate Values Must demonstrate FirstSource values – REACCH that acts as our north star, helping us achieve our goals in an ultra-competitive, digital-first world while meeting customer and investor demands for social responsibility. Risk-Taking Dare to go beyond Challenge status quo every day.Be strategic. Be ambitious. Be resilient. Execution Excellence Strive to be the best Collaborate, co-create and drive excellence. Agility Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset. Customer First Keep customers at the heart of every action. Credibility Instil trust, confidence and accountability Seek answers rooted in ‘what's right’ and not ‘who's right’. Humaneness Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards environment Show more Show less

Manager Pricing About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Role Description: Pricing analysts has to help businesses determine competitive pricing strategies to gain market share and achieve revenue goals. Analyze data from multiple sources, develop complex pricing models, and collaborate with sales and marketing teams to develop sales strategies. Job Summary The Pricing Manager plays a pivotal role in determining and implementing competitive pricing strategies to boost market share and revenue. This involves analyzing data from diverse sources, developing sophisticated pricing models, and collaborating with sales and marketing teams to present compelling financial solutions to clients. Regular evaluation of existing client programs and profitability improvement measures are key aspects of this role. Key Responsibilities (Indicative not exhaustive) To price for all upcoming opportunities across verticals and geographies. To support the stakeholders in preparing customized financial solutions for clients. To provide in-depth analysis on costs, pricing models and projected profitability on deals. To conduct regular analysis on existing client programs and derive methods to improve profitability and align assumptions on bids To provide innovative solutions which would help the sales team present robust and attractive propositions to clients. Key Results Gross Profit Margin Total Revenue Number of deals Accounts with a positive or negative margin Sales Per Person Required Skills And Qualifications A. Preferred educational qualifications:MBA Finance/ CA with 8 to 12 years of experience. B. Preferred work experience:6-7 years of relevant experience in a FP&A or Pricing role for a BPO industry Experience in FP&A or Pricing in BPO Industry is a must (desired experience in Healthcare &/or Mortgage industry pricing) and product pricing know-how will be a bonus. Experience into Power Bi and AI tools.(Preferable) ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses. Show more Show less

About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Software Engineer - Trainee Function/Department: Software Role Description/Summary The Software Engineer develops capabilities required to build software systems using various software and cloud technologies. He/She should have strong analytical, problem-solving, Software programming, Software Database, ability to create a visualization and interaction layer on Web/Windows with good integration with underlying technology framework and computer operating system such as Windows / Unix. Any exposure to AI/ML and Data science is an added advantage Roles & Responsibilities Develop/Build software application / systems based on the design document across Front-end (web/windows), Back-end (.net/java/python) and Database systems Utilize best practices around design, coding, automated unit, regression testing, and deployment of software to production Work effectively in the agile-at-scale framework Clearly communicate status, updates and plan to project leadership Learn, acquire and get certified on new technologies as demanded by project Required Skills And Qualifications Bachelor’s degree in Computer Science OR Information Technology. At least one of Java/.Net/Python/NodeJS Good Knowledge of JavaScript At least one of ASP.Net/Angular/ReactJS RDBMS (Oracle/SQL Server/Postgre) and Good Knowledge of SQL Preferably: Knowledge of database management tools like Liquibase / Hibernate Good understanding of Devops (e.g. Azure DevOps) and cloud PaaS. Good understanding of coding standards, ability to debug. Good understanding of the Software development lifecycle and processes. Cloud-based (AWS/Azure) deployment of models, performance monitoring, and issues troubleshooting Excellent written and oral communication skills Ability to work effectively in a cross-functional team Familiarity with Docker and Git Exposure to AI/ML frameworks in Python, Keras, Pytorch, and libraries scikit-learn Knowledge and practical application of statistical analysis and mathematical modeling concepts and principles Most of our full-stack projects use the MEAN/MERN stack. So, knowledge of this will be an added advantage. Show more Show less

HIRING FOR INTERNATIONAL CHAT PROCESS JOB LOCATION: Mindspace Malad West. Education Qualification: Graduate fresher and HSC with experienced can apply (Commerce & Arts can Apply). SKILLS REQUIRED: Excellent verbal and Written communication skills. Basic Computer Knowledge. SHIFTS:5 Days Working & 2 Rotational Week Off. Transport boundary: Western line- Church gate to Virar. Central line- CST to Thane [MAIN CITY]. Harbour line- CST to Vashi. Role: Customer Service Executive. Industry Type: BPO / Call Centre Department: Customer Success, Service & Operations. Employment Type: Full Time, Permanent. Role Category: chat process. Education: UG With Experience or Graduate Fresher. Documents Required- 1. Educational documents ( all originals). 2. Experience documents (Offer letter, Relieving letter, last 3 months payslip/bank statement). 3. Aadhar card, PAN card. Interested candidates please share your resume on what's app or call on 9359339216 or Mail CV on" prajakta.sawant@firstsource.com" with the subject line "International Chat Process" Regards, Firstsource 2nd FLOOR, PARADIGM B, MINDSPACE, MALAD WEST, Mumbai Suburban, Maharashtra, 400064, MUMBAI, Maharashtra, India. HR Prajakta - 9359339216 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Role & responsibilities Voice Process: Handle inbound/outbound customer calls professionally. Resolve queries related to products/services with clarity and accuracy. Deliver excellent customer experience and maintain high CSAT scores. Follow standard procedures for proper escalation of unresolved issues. Non-Voice Process: Process customer data, queries, or claims through email/chat/back-office tools. Ensure timely and accurate data entry and response. Maintain confidentiality and data integrity. Adhere to SLA and quality metrics. Preferred candidate profile BBA, B.COM, BCA & B.A freshers will be preferred. No B.tech, B.E, BSc and post graduate freshers are eligible. Contact HR-Kanak Kumari, Ph. no-6361345172 Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.