Associate / Sr Associate | 0-2 years | Firstsource

Updated

17/02/2026

Reading time

4 min

Views

Categories: Associate, Full Time, Mumbai, Other, Service Provider

Firstsource Off Campus Drive 2026

Firstsource Recruitment | 0-2 years | Associate / Sr Associate – Query Management | Mumbai

Firstsource Solutions Limited is seeking dynamic individuals for the role of Associate/Sr. Associate – Query Management. Responsibilities include addressing customer queries, resolving issues efficiently, and ensuring customer satisfaction. Candidates must possess excellent communication skills, problem-solving abilities, and a customer-centric approach. Join our team and be part of a rewarding career in customer service!

Website…

1. Associate / Sr Associate – Query Management (0-2 years)

Firstsource Solutions Limited is hiring for the post of Associate / Sr Associate – Query Management. Interested and eligible candidates can read more details below.

Company Name : Firstsource Solutions Limited

Job Location : Mumbai, MH, India

Job Title : Associate / Sr Associate – Query Management

Education : Graduation / Undergraduate

Experience : 0-2 years

Requisition ID : 14471

Grade: H2

Job Category: Associate

Function/Department: Operations

Reporting to: Team Leader

Firstsource Recruitment 2026

Role Description:

The Customer Service Associate is a frontline role responsible for delivering exceptional customer service to clients based in various regions. The role involves handling customer inquiries, resolving issues, and providing support across multiple communication channels, including phone, email, and chat. The Customer Service Associate will act as a brand ambassador, ensuring client satisfaction and maintaining positive relationships with customers.

Roles & Responsibilities:

√ Respond to customer inquiries promptly and professionally via phone, email, and chat, providing accurate information and resolving issues effectively.
√ Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
√ Demonstrate empathy and understanding while addressing customer needs and concerns.
√ Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
√ Escalate complex issues to the appropriate teams or supervisors for timely resolution.
√ Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
√ Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
√ Analyze customer issues and apply problem-solving skills to identify root causes and implement effective solutions.
√ Collaborate with internal teams to resolve customer concerns that require cross-functional support.
√ Develop a comprehensive understanding of the organization’s products and services to provide accurate and helpful information to customers.
√ Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
√ Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
√ Communicate effectively with customers and internal teams, using clear and professional language
√ Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
√ Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

Expected/Key Results:

√ Deliver high levels of CSAT / NPS scores/others
√ Adherence to Regulatory Compliance
√ Achieve quality scores
√ Deliver on defined process-specific metrics
√ Adherence to process SOPs
√ Schedule adherence

Qualifications:

√ Graduate Fresher
√ Undergraduate – 2 Years Experience

Preferred Work Experience: Prior experience in customer service

Competencies & Skills:

√ Excellent communication skills in English; proficiency in additional European languages is an advantage.
√ Strong customer service orientation with the ability to remain calm and composed while handling challenging situations.
√ Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
√ Empathetic and patient demeanour with a genuine desire to assist customers.
√ Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
√ Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.

‹‹‹ more details ›››

How to Apply :

All interested and eligible candidates can apply in online mode for Associate / Sr Associate – Query Management position..👇👇

Apply for this Job..

Join our Telegram group: Click here

Join our WhatsApp group: Click here

Associate / Sr Associate Salary : 💵💵 The salary for this role is upto ₹ 05.00 LPA; exact details during interview *💵💵

— Back —

About Firstsource

Firstsource Solutions is a global provider of business process management services, specializing in customer experience and digital transformation. With a focus on innovation and technology, they offer solutions for industries such as banking, healthcare, telecommunications, and more. Their services include customer support, data analytics, automation, and back-office operations to help clients enhance efficiency and drive growth.