International Voice Process

Company Profile
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader in providing business process solutions and services across the customer lifecycle. With operations across the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, Firstsource delivers domain-focused solutions across Healthcare, Banking & Financial Services, Communications, Media & Technology, Retail, and other industries.
Job Details
Job Location: Bangalore
Designation: Customer Support Associate
Process: UK International Voice Process
Division: BPO
Mode of Work: Work from Office
Working Days: 5 Days Working
Shift: UK Shift Timings
Experience: Minimum 0–3 years of experience in Customer Service / International Voice Process
Education: Graduation not mandatory
Role & Responsibilities
Handle inbound and outbound customer calls from UK customers in a professional and courteous manner.
Provide accurate information and effective solutions to customer queries and concerns.
Understand customer requirements and resolve issues within defined process guidelines.
Maintain a high level of customer satisfaction through excellent communication and service.
Follow all process, quality, compliance, and customer service standards.
Meet defined SLA, KPI, productivity, quality, AHT, and CSAT targets.
Accurately document customer interactions and update relevant systems.
Escalate complex or unresolved issues to the appropriate team or supervisor.
Demonstrate active listening and effective problem-solving skills while handling customer interactions.
Maintain professionalism and patience while dealing with challenging customers.
Adhere to attendance, schedule, break, and process adherence requirements.
Participate in training, coaching, team meetings, and process update sessions.
Work effectively as part of a team and contribute toward achieving overall business targets.
Key Performance Indicators
Employees will be measured on:
Customer Satisfaction (CSAT)
Quality Score
Average Handling Time (AHT)
Productivity
First Call Resolution (FCR)
Schedule / Process Adherence
Attendance
SLA Achievement
Required Skills:
Excellent verbal and written English communication skills.
Comfortable communicating with UK customers over the phone.
Good listening and interpersonal skills.
Strong customer service orientation.
Good problem-solving and decision-making skills.
Ability to handle customer complaints and difficult situations professionally.
Ability to work under pressure and meet performance targets.
Basic computer knowledge and familiarity with CRM/customer support systems.
Willingness to work in UK shift timings.
Willingness to work from office in Bangalore.
Eligibility:
Education: Graduation not mandatory
Experience: Candidates with experience in UK International Voice Process, International BPO, Customer Service, Customer Support, Technical Support, or Voice Process will be preferred.
Work Location & Shift
📍 Location: Bangalore
🏢 Work Mode: Work from Office
🕐 Shift: UK International Voice Process
📅 Working Days: 5 Days Working
Walk-in Drive - 9th Oct
Time - 11 am to 3 pm
Contact Person - HR Bhanumathi
Address: Firstsource Solutions Limited Unit-202, 2nd Floor, Block A, Brigade tech gardens Brigade Properties Private Limited, Brookefields, Kundalahalli Whitefield, Marathahalli, Bengaluru, Bengaluru Urban Karnataka - 560037
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.
Contact Details
Bhanumathi
Email: Bhanumathi.bbb@sourcepointmortgage.com

Work arrangement
No