Customer service Trainee at Firstsource · Mumbai, Bengaluru (Bangalore), Chennai · 0 - 2 years · ₹1L - ₹3L / yr · Posted 6 Sep 2024
PluginLive Technologies- a recruitment tech company is hiring for First Source
About the organization:
Established in 2001, Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a specialized BPM partner with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. We provide transformational solutions and services to clients in healthcare, banking and financial services, communications, media, technology, and other diverse industries.
One thing drives every Firstsourcer – making it happen for our clients and solving their biggest challenges. With a team of 27,940+ Firstsourcers, we are a trusted growth partner for over 150 leading global brands, including several Fortune 500 and FTSE 100 companies and present in the US, the UK, Mexico, India, Australia, South Africa and Philippines.
Role Name- Customer Service Trainee
Type- Apprenticeship
Qualification & Background: Graduate (Fresher/BPO Experienced)
Location: Bengaluru, Mumbai and Chennai
Stipend
Chennai- 13k (Backend role- DATA)
Bangalore- 18k (Voice and Email Chat role)
Mumbai- 18k (Voice and Email Chat role)
Pls note- there would be no deductions as the candidates would be hired as Apprentice for 12 months.
Work Type- Rotational Shifts
Pls note- Cab services will be provided to all the employees working during night shifts.
Position Requirements
- Basic knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc.
Essential Skills:
- Willingness to work in rotating shifts (including night shifts)- 5 days a week.
- Communicate effectively, both orally and in writing.
- Flexibility to meet business requirements and fluctuating workload
- Organize, prioritize, and schedule work assignments.
- Hardworking and Smart working attitude with openness to feedback
- Have acceptable typing speed of at least 20 WPM/90% Accuracy
Roles & Responsibilities
This role responds to customer queries and provide resolution, support and assistance to the customers pertaining to various products and services provided by our client through a blend/either of voice, email, web chat or backend documentation responses by delivering excellent customer service. Their goal is to educate and assist customers to make it as easy and as desirable as possible to do business.
- Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues, complaints, enquiries or challenges.
- Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team Performance.
- Grasp, comprehend & clear the training period with relevant tollgate scores.
- Attend all team briefing/meetings/coaching on a timely basis.
- Be knowledgeable of regular process changes provided.
- Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
- Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
- Adhere to Company Code of Conduct & policies laid by the HR
- Handle inbound or outbound calls, chats, emails or data from customers (depending on process assigned)
- Connecting with customers, understand and empathize with their issues to provide the best suitable resolution at first contact where possible.
- On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer Understands the reasoning behind decisions that are made.
- Act as a team player and coordinate work respectfully with fellow members in co-ordination.
- Update relevant information accurately into the client’s systems and give constructive feedback to enhance systems and improve overall customer experience.
- Demonstrate a “can do” & “open-to-feedback” attitude, to develop a great working culture to help us achieve the best results.
- Work towards targets set, manage own time and prioritize tasks to meet through expected work discipline as a professional.
- Work closely with team leader by implementing the coaching aspects discussed for self and career development.
Shubham Vishwakarma
Full Stack Developer - Averlon
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Superworks hiring a Chat Support Executives to join our Customer Support team. As a Chat Support Executive, you will be the first point of contact for our customers on our live chat platform, answering their questions, resolving their issues, and making every interaction quick, clear, and helpful.
This role is ideal for freshers or early-career professionals who communicate well in writing, enjoy solving problems, and want to build a career in customer support and SaaS. Full product training is provided, so prior experience is welcome but not required.
Because you speak with customers all day, you will also have the chance to earn performance incentives - by recommending useful upgrades and add-ons and by referring new leads - on top of your fixed salary.
Key Responsibilities :
• Respond to customer queries over live chat promptly, professionally, and with a friendly tone.
• Understand each customer’s problem, troubleshoot it, and guide them to a clear solution.
• Manage several chat conversations at the same time without letting quality slip.
• Escalate complex or technical issues to the relevant team and follow up until they are resolved.
• Spot opportunities to recommend relevant upgrades or add-ons (cross-sell and upsell) during conversations, and encourage referrals - passing qualified leads to the sales team.
• Meet response-time, resolution-time, and customer-satisfaction (CSAT) targets.
• Record conversations accurately and keep customer information up to date.
• Share recurring problems and customer feedback with the product and support teams.
• Help improve our help center by suggesting or drafting support articles.
Required Skills (Must-Have) :
• Strong English communication is mandatory - clear written English with correct grammar, spelling, and a warm, professional tone.
• Good typing speed and accuracy (around 35-40 words per minute or higher).
• Strong reading comprehension to quickly understand what a customer needs.
• A patient, empathetic, and customer-first attitude.
• Ability to multitask and stay organized while handling multiple chats.
• Comfort using computers and web-based applications.
• A quick learner who can pick up our product and processes.
• Fresher to 1 year of experience (customer support internships count).
Good to Have :
• Familiarity with SaaS products, especially HRMS, Payroll, or related domains.
• A natural ability to notice customer needs and suggest the right solution (helpful for cross-sell, upsell, and referral incentives).
• Ability to communicate in Hindi or other regional languages.
• Any prior customer support, BPO, or internship experience.
What We Offer :
• Performance incentives for cross-sell, upsell, and new lead referrals - in addition to your fixed salary.
• Structured onboarding and full product training - no prior experience needed.
• A supportive team and a clear path to grow into senior support, QA, or customer success roles.
• Work mode: On-site.
• Shift: Rotational.
Job Role: Customer Support Executive
Location: Gurugram, Haryana
Salary: Up to ₹20,000 per month (based on interview performance)
About the Role
We are looking for enthusiastic and customer-focused individuals to join our team as Customer Support Executivess. The role involves assisting customers, resolving queries, and ensuring a smooth and positive customer experience through multiple communication channels.
Key Responsibilities
- Handle customer queries through calls, chat, and email in a professional manner
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- Maintain high levels of customer satisfaction and service quality
- Understand customer concerns and ensure timely resolution
- Maintain proper records and follow company processes
Eligibility Criteria
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- Good communication and interpersonal skills
- Confident personality with a customer-focused approach
- Basic computer knowledge and ability to handle multiple tasks
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Full Stack Developer - Averlon