Job Description

TSB Chat

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 overview

Job Title:

CSA

Level:

1

Hiring Location:

Department/Group:

Operations

Business Unit:

All

Travel Required:

No

Salary Range:

INR X

Sub Process:

Webchat

Grade

H2/H1

Reporting To :

Team Leader

Job Overview for chat

Ø Responds to queries from customer through chat to answer queries / inquiries, provide information

and handle complaints regarding the organization’s products or services.

Ø Understands customer query and responds to it ensuring that all queries / concerns are answered via

web chat.

Ø Update account information and performs general maintenance upon customers’ request.

Ø Understands customer’s latent needs and maximizes opportunities to promote relevant products and

services.

Ø Guides the customer to relevant web pages in the client website that offer the information they seek,

if appropriate.

Ø Exhibits promptness and politeness using the appropriate language while answering customer queries.

Ø Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and

meets the specified quality standards.

Ø Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional

Customer service

Ø Maintains data confidentiality and adheres to information security and compliance norms laid out.

Key Performance Indicators

Ø Average Response Time

Ø First Call Resolution

Ø Customer Satisfaction

Ø Net Promoter Score

Qualifications:

• Bachelor’s degree or equivalent (fresher may apply).
• Undergraduates with a minimum of 1 year of customer service experience

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