Customer Service Executive
- Firstsource
- 0 - 2 years
- Hyderabad
- 11 days ago
- Email to a friend
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Job Description
About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.
LYCA
The world's largest international mobile virtual network operator with over 16 million customers and a new customer joining every two seconds.
Lyca Mobiles mission is to connect friends and family around the world. We aim to do this by offering low-cost, high-quality data and voice services across 23 countries. We are now expanding to offer a broad range of financial and travel services, including Lycamoney and Lycafly that help people stay in touch across borders.
Role Overview
We are looking for a dedicated and customer-focused Voice Customer Support Agent to handle inbound customer service calls from US-based customers. This is a pure customer service role with no sales components. The ideal candidate should have strong communication skills and a passion for delivering exceptional customer experiences.
Key Responsibilities
- Handle inbound customer calls and provide prompt, accurate, and courteous support.
- Understand customer issues and offer effective resolutions as per process guidelines.
- Provide information related to products, services, or general inquiries.
- Follow standard operating procedures and maintain quality and compliance standards.
- Maintain professionalism, empathy, and clarity in every interaction.
- Meet process KPIs such as call quality, customer satisfaction, and schedule adherence.
Eligibility & Qualifications
- Education: PG / Graduate / Undergraduate / Drop-outs / HSC / SSC
- Strong verbal communication skills with a clear and confident voice.
- Ability to work in US rotational shifts. (Window - 7 PM to 8 AM)
- Comfortable with rotational week offs.
- Basic computer navigation and typing skills.
Key Skills
- Good verbal English communication skills
- Active listening, empathy, and problem-solving abilities.
- Patience and ability to handle customer concerns professionally.
- Adaptability to work in a fast-paced environment.
- Positive attitude and willingness to learn.
What We Offer
- 2 rotational week offs.
- US shift exposure and international customer service experience.
- Professional training and career progression opportunities.
- Supportive team environment.
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 Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Full timeContact Details:
Company: FirstsourceLocation(s): Hyderabad
Keyskills: US Voice process International Telecom process International Voice Process BPO Voice Executive Customer Support Executive
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