Firstsource Solutions Limited (an RP-Sanjiv Goenka Group company) is hiring for the position of Customer Support Associate in its UK International Voice Process division at Bengaluru.
This is a full-time, on-site role open to both freshers and experienced candidates across any educational background.
Job Summary
| Attribute | Details |
| Company Name | Firstsource Solutions Limited |
| Position Title | Customer Support Associate |
| Process | UK International Voice Process |
| Industry Type | BPO / BPM |
| Work Mode | Work from Office (On-site) |
| Work Schedule | 5 Days Working (UK Shift Timings) |
| Experience Level | 0 to 3 Years (Freshers & Experienced) |
| Educational Qualification | Any Graduate or Undergraduate (Graduation NOT mandatory) |
| Work Location | Brigade Tech Gardens, Kundalahalli, Brookefields, Bengaluru |
Key Responsibilities
- Customer Interaction: Manage inbound and outbound telephone calls with UK-based customers in a professional, empathetic manner.
- Issue Resolution: Resolve customer queries within defined process guidelines while aiming for First Call Resolution (FCR).
- Documentation & CRM: Accurately log interaction details, updates, and feedback into CRM tools during customer calls.
- Target & Quality Compliance: Adhere to key operational metrics including Average Handling Time (AHT), Quality Scores, Schedule Adherence, and CSAT targets.
- Escalations: Identify and route complex or unresolved issues to appropriate supervisors or escalation desks.
Key Performance Indicators (KPIs)
Candidates in this role will be evaluated on the following core metrics:
- Customer Satisfaction Score (CSAT)
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Quality & Audit Scores
- Attendance & Schedule Adherence
- SLA Achievement
Eligibility Criteria & Required Skills
- Communication Skills: Excellent spoken and written English skills tailored for UK international voice interactions.
- Education: Open to candidates with 10+2, Diploma, or any Graduate degree (Graduation not mandatory).
- Experience: 0–3 years of experience in Customer Service, International Voice, or BPO support. Freshers with strong English communication skills are eligible.
- Technical & Operational Aptitude: Basic computer proficiency, familiarity with CRM applications, and readiness to work in rotational UK shifts.
Contact & Location Details
- Venue / Address: Firstsource Solutions Limited, Unit-202, 2nd Floor, Block A, Brigade Tech Gardens, Brookefields, Kundalahalli, ITPL Main Road, Marathahalli, Bengaluru – 560037.
- HR Contact Person: Bhanumathi B
- Official HR Email:
Bhanumathi.bbb@sourcepointmortgage.com