Firstsourse is hiring for Customer Support

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Job Overview

Firstsource Solutions is hiring a Customer Service Associate – Voice for its Operations team in Bangalore, Karnataka. This is a full-time frontline customer service role focused on delivering exceptional support across phone, email, and chat channels.

The role involves resolving customer queries, handling billing and service-related issues, and ensuring high customer satisfaction while maintaining compliance with company policies and service standards.

Estimated Salary: ₹2.5 LPA – ₹4 LPA (based on fresher to 2 years experience in Bangalore BPM industry)

Job Details

  1. Job Title: Customer Service Associate – Voice
  2. Job Category: Associate
  3. Grade: H2
  4. Job Type: Full-Time
  5. Department: Operations
  6. Reporting To: Team Leader
  7. Location: Bangalore, Karnataka, India
  8. Requisition ID: 8356
  9. Date Posted: 28 January 2026

Key Responsibilities

  1. Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  2. Handle billing queries, product/service concerns, and general customer issues.
  3. Demonstrate empathy and patience while addressing customer needs.
  4. Proactively follow up to ensure complete issue resolution.
  5. Escalate complex cases to supervisors or appropriate teams.
  6. Adhere to SLAs, quality standards, and compliance regulations.
  7. Maintain accurate documentation of customer interactions.
  8. Collaborate with internal teams for cross-functional issue resolution.
  9. Stay updated on products and services to provide accurate information.
  10. Participate in training programs to enhance customer service skills.

Expected Outcomes

  1. High CSAT and NPS scores.
  2. Strong adherence to compliance and regulatory standards.
  3. Achievement of quality benchmarks and process-specific metrics.
  4. Strict adherence to SOPs and schedule commitments.

Eligibility Criteria

  1. Graduate Fresher OR
  2. Undergraduate with minimum 2 years of experience

Preferred Experience

  1. Prior experience in customer service (BPO/Call Center preferred).
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Required Skills

  1. Excellent English communication skills (additional European language is an advantage).
  2. Strong customer service orientation.
  3. Ability to remain calm in challenging situations.
  4. Familiarity with CRM tools, ticketing systems, and customer service software (preferred).
  5. Empathetic, patient, and solution-focused approach.
  6. Ability to work in a fast-paced environment.
  7. Willingness to work flexible hours, including weekends and holidays (24/7 operations).

About Company

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. The company supports over 100 global brands across the US, UK, Philippines, India, and Mexico. It operates across key industries including Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance.

Firstsource serves Fortune 500 and FTSE 100 clients and delivers solutions across the complete customer lifecycle through its rightshore delivery model.

Why Join Firstsource Solutions

  1. Opportunity to work with global Fortune 500 and FTSE 100 clients.
  2. Strong training and skill development programs.
  3. Exposure to international customer support operations.
  4. Career growth opportunities within BPM and operations.
  5. Dynamic and fast-paced work environment.

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