FIRST SOURCE PVT LTD has accepted our invitation for the campus recruitment drive and they are going to visit our campus  on 31.03.2017 to recruit our  Students.Kindly find the Job description and ensure the students to take part in the drive without fail.


DATE OF INTERVIEW & TIME: 31.03.2017 & 9.30AM

ELIGIBILITY: All Graduates with No standing arrears



Job Description:


To operationally manage Non Voice Contact Centre operations across segments for Mobile and Fixed-line services.


  1. Respond to Query/Complaint/Request from customers including follow-up and close looping (Voice and Email). Support includes (applicable to all processes/queues):

–         L1 Support: Basic mails using Standard Templates

–         L2 Support: Escalations and Non-Standardized responses


  1. Internal mails from executives on behalf of customer.
  2. Resolving logs received at Customer Service related to Written Correspondence.
  3. Coordination with resolution owners & sending final confirmation/acknowledgement to customers for forwarded logs (complaint/ request).
  4. Retention Activity – Online retention to be maintained by retaining customers who insist to cancel line by sending an email.
  5. Call back customers for identified cases if required to ensure complete customer satisfaction before closure of case.


Key operational deliverables will constitute:

–       Provide higher first transaction resolution for all queries requests and complaints received

–       Minimum repeat mails from customers

–       Faster reply to customer mails with minimum turnaround time

–       Retain customers from voluntarily cancel requests



Minimum Skill Requirements for CSA:


Education Qualification Graduate with 15 years of formal English Medium education
Experience^ Preferably experienced>6 months
Knowledge: Pre-requisite  

Candidate to be proficient in business writing skills

Typing Speed -25 words per minute with 85% accuracy.

Versant Written test score should be 54 and above.


Other Characteristics  

Patience – Ability to deal with difficult, escalated emails

High on confidence

Complex problem solving (identification, resolution)

Passion to meet and exceed expectation

Expressive – adequate articulation

Ability to develop a rapport with every customer

Positive attitude

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