C. Skills and Competencies

• Functional / Technical:
• Computer literate eg. Outlook, Word, Internet Explorer
• Typing skills: Process specific cut offs
• Verbal and written English communicatio

ROLE HOLDER PROFILE

• Preferred educational qualifications: Min. Qualification- Under graduation in any stream.
• Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry; any experience in Telecom & Collections would be an added advantage.

C. Skills and Competencies

• Functional / Technical:
• Computer literate eg. Outlook, Word, Internet Explorer
• Typing skills: Process specific cut offs
• Verbal and written English communication

ii. Behavioral:

• Professional & Courteous in mannerisms
• Ability to liaise with customers at all levels
• Ability to handle and resolve complex customer calls

D. Corporate Values
Must demonstrate Firstsource values – REACCH that acts as our north star, helping us achieve our goals in a uber 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.

Roles & Responsibilities

• Revert on calls to customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
• Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
• Ability to solve problems – look for solutions aligned to customer’s perspective and deliver on all commitments
• Teamwork – consistently work together, trust each other and engage in constructive conversations for the good of the tea