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.