Executive Trainee

Company Name: First Source

Customer Service Associate (CSA) – H2

Department: Operations

Grade: H2 |

Category: Associate

Reporting To: Team Lead

Experience: Freshers

Qualification: Graduate in any non-technical discipline (BA, B.Com, BBA, B.Sc, BCA, etc.)

• Job ResponsibilitiesDeliver excellent customer service and resolve customer queries, complaints, and issues promptly.
• Handle inbound/outbound calls, chats, emails, or customer data as per the assigned process.
• Understand customer concerns and provide suitable resolutions at the first contact wherever possible.
• Maintain strong knowledge of process updates, SLAs, quality standards, and performance targets.
• Accurately update customer information in client systems.
• Attend training, team meetings, coaching sessions, and complete required assessments.
• Maintain shift, attendance, schedule, and reporting adherence.
• Follow company policies, Code of Conduct, and process guidelines.
• Work collaboratively with team members and support overall team performance.
• Demonstrate a positive, customer-focused, and open-to-feedback attitude.
• Escalate issues to the Team Lead/management when required.
• Key SkillsGood Communication Skills
• Active Listening & Comprehension
• Customer Service Orientation
• Teamwork & Interpersonal Skills
• Time Management
• Shift & Attendance Adherence
• Process Knowledge
• Professional Floor Decorum

Key Performance Areas: Production | Quality | Process Knowledge | Shift & Reporting Adherence