Voice Customer Support Agent

Job Description

Job DescriptionFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader providing business process solutions and services across various industries like Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and more. With a global presence in countries like the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, we are dedicated to solving our clients biggest challenges with domain-centered teams and cutting-edge tech, data, and analytics. Our inch-wide, mile-deep practitioners collaborate using UnBPO to deliver future-focused solutions that drive speed, scale, and smarter decisions for our clients.LYCA is the worlds largest international mobile virtual network operator with over 16 million customers joining every two seconds. Lyca Mobiles mission is to connect friends and family globally by offering low-cost, high-quality data and voice services across 23 countries. We are expanding our services to include financial and travel services like Lycamoney and Lycafly.Role OverviewAs a Voice Customer Support Agent, your primary responsibility will be handling inbound customer service calls from US-based customers. This role focuses solely on providing exceptional customer service without any sales components. We are seeking candidates with strong communication skills and a passion for delivering outstanding customer experiences.Key Responsibilities- Handle inbound customer calls promptly, accurately, and courteously.- Understand customer issues and provide effective resolutions following process guidelines.- Provide information on products, services, and general inquiries.- Adhere to standard operating procedures while maintaining quality and compliance standards.- Demonstrate professionalism, empathy, and clarity in every customer interaction.- Meet process KPIs such as call quality, customer satisfaction, and schedule adherence.Qualifications- Education: PG / Graduate / Undergraduate / Dropouts / HSC / SSC- Strong verbal communication skills with a clear and confident voice.- Willingness 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- Excellent verbal English communication skills.- Active listening, empathy, and problem-solving abilities.- Patience and professionalism in handling customer concerns.- Adaptability to a fast-paced environment.- Positive attitude and eagerness to learn.What We Offer- 2 rotational week offs.- Exposure to US shift and international customer service experience.- Professional training and opportunities for career progression.- Supportive team environment. Job DescriptionFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader providing business process solutions and services across various industries like Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and more. With a global presence in countries like the US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, we are dedicated to solving our clients biggest challenges with domain-centered teams and cutting-edge tech, data, and analytics. Our inch-wide, mile-deep practitioners collaborate using UnBPO to deliver future-focused solutions that drive speed, scale, and smarter decisions for our clients.LYCA is the worlds largest international mobile virtual network operator with over 16 million customers joining every two seconds. Lyca Mobiles mission is to connect friends and family globally by offering low-cost, high-quality data and voice services across 23 countries. We are expanding our services to include financial and travel services like Lycamoney and Lycafly.Role OverviewAs a Voice Customer Support Agent, your primary responsibility will be handling inbound customer service calls from US-based customers. This role focuses solely on providing exceptional customer service without any sales components. We are seeking candidates with strong communication skills and a passion for delivering outstanding customer experiences.Key Responsibilities- Handle inbound customer calls promptly, accurately, and courteously.- Understand customer issues and provide effective resolutions following process guidelines.- Provide information on products, services, and general inquiries.- Adhere to standard operating procedures while maintaining quality and compliance standards.- Demonstrate professionalism, empathy, and clarity in every customer interaction.- Meet process KPIs such as call quality, customer satisfaction, and schedule adherence.Qualifications- Education: PG / Graduate / Undergraduate / Dropouts / HSC / SSC- Strong verbal communication skills with a clear and confident voice.- Willingness to work in US rotational shifts (Window - 7 PM to 8 AM).-

Keyskills :
PatienceAdaptabilityGood verbal English communication skillsActive listeningEmpathyProblemsolving abilities