Manager - Quality

Job description

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients. **Position Definition** Role & Responsibilities: - Customer Interaction: - Be the first point of contact for customers, addressing enquiries via various contact channels such as phone, email, and social media. - Provide correct information about products, services, and policies. - Issue Resolution: - Diagnose and troubleshoot customer issues and concerns, supplying effective and commercially sound solutions in a timely manner. - Escalate complex problems to appropriate departments or supervisors when necessary. - Always Resolving queries with a “Right First Time” approach - Customer Satisfaction: - Ensure high levels of customer satisfaction by providing friendly, courteous, and professional service with resolution, satisfaction, and ongoing customer loyalty your key focus always. - Follow up on customer interactions to ensure their issues have been resolved satisfactorily. - Identify and assess customers' needs, exploring opportunities to add value through sales of products. - Processing tele sales orders accurately and efficiently, ensuring customers are informed about all relevant information such as delivery timelines. - Documentation: - Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints. (notes left on orders) - Update customer information in the relevant systems as needed. - Record reason for contact accurately ensuring trends can be identified by the wider business. - Follow all customer care processes accurately, recording business critical information, as necessary. - Product Knowledge: - Stay up to date on system, process changes and departmental updates. - Maintain up-to-date knowledge of product and services, company policies, and industry trends so you can share relevant information and insights with customers to help them make informed decisions. - Team Collaboration: - Work closely with other team members to ensure a seamless customer experience. - Participate in team meetings, training sessions, and continuous improvement initiatives. - Compliance: - Adhere to company policies, procedures, and regulatory requirements. - Ensure all customer interactions comply with legal and ethical standards. **Required Skills/Competencies** - Previous experience in a customer service or related role is a plus - Ability to manage stressful situations and remain calm under pressure. - Excellent communications skills, both verbal and written - Strong problem-solving and conflict resolution abilities - Ability to work on your own initiative and as part of a team. - Being creative and forward thinking in suggesting alternative solutions to resolve customer issues. - Understands the need for confidentiality and compliance with legislation. - Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems, so the ability to quickly adapt is necessary. - Flexible approach to working shifts. - Ability to supply good judgement, even in pressurized situations. - Good computer skills and ability to quickly learn and adapt to new technology and systems. - Positive outlook and attitude to supplying world class service. Location - Bangalore ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.