CSA
Job Title: Customer Support Associate (CSA)
Grade: H2
Job Category: Associate
Function/Department: Operations
Reporting to: Team Leader
Role Summary
A Customer Support Associate (CSA) in this role will be responsible for responding to customer queries and providing resolutions, support, and assistance to customers regarding existing or new services offered by the client. The CSA plays a key role in enhancing the customer experience by delivering fast, friendly, and effective service, offering accurate and personalized solutions.
Roles & Responsibilities
- Handle inbound and outbound calls to resolve a wide range of customer issues.
- Accurately update and process information into internal systems.
- Provide timely resolutions to customer queries, ensuring commitments are honored.
- Take ownership of customer interactions and follow through until closure.
- Escalate and coordinate with internal teams when queries cannot be resolved at the first point of contact.
- Communicate clearly and effectively using simple, customer-friendly English.
- Demonstrate empathy, professionalism, and respect in all customer interactions.
- Apply problem-solving skills to deliver customer-focused solutions.
- Collaborate effectively with team members, engaging in constructive discussions to achieve team goals.
Key Performance Indicators (KPIs)
- External Performance Measures: Customer satisfaction surveys and feedback from external stakeholders.
- Internal Performance Measures: Monitoring of internal processes and operational performance metrics.
Role Holder Profile
A. Education
- Minimum qualification: Completion of Higher Secondary School (12th grade).
B. Work Experience
- Open to entry-level candidates.
- Prior customer service experience preferred but not mandatory.
C. Skills & Competencies
i. Functional/Technical:
- Basic computer literacy (Outlook, Word, Internet Explorer).
- Typing proficiency (as per process requirements).
- Good verbal and written communication in English.
ii. Behavioral:
- Professional, courteous, and customer-oriented approach.
- Ability to interact with customers across various levels.
- Strong problem-solving and conflict-resolution skills.
- Team player with collaborative mindset.
Corporate Values
The role requires adherence to Firstsource Values – REACCH, which serve as our guiding principles to succeed in a competitive, digital-first world while balancing customer satisfaction and social responsibility.
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.
