Telephony Advisor

by • May 11, 2017 • Call Centre JobsComments (0)531


Firstsource Solutions ( is one of India’s leading business process outsourcing (BPO) service providers with proven and extensive service expertise for business–to-consumer (B-2-C) industries, including financial services, telecoms, healthcare, utilities, media, travel and leisure, and print & publishing.

Firstsource employs over 30,000 people worldwide, with 36 world-class delivery centres across the globe in India, UK, USA, and the Philippines. Firstsource offers its clients proven domain expertise, operational excellence and the highest security standards.

Our BPO solutions span the entire customer lifecycle management chain from customer acquisitions, activations, customer services, billing, credit and collections, as well as back office administration and business research and analytics.

Firstsource has won numerous industry awards and recognition for operational excellence including National Outsourcing Association Awards, Everest Group Outsourcing Excellence Award, IQPC Six Sigma Process Improvement Awards.


Role Title:

Telephony Advisor


Your place of work will be Firstsource Solutions or Fountain Court, 119 Grange Road, Middleborough, TS1 2DT.

Reporting Relationships:

Reports to Team Leader

Job Purpose:
Based on the phone, post holders will play an important role in providing great customer experience to all customers. You will be required to effectively handle customer enquiries on the telephone, providing brilliant customer service to customers through a variety of media channels. You will support the development of `best in class` service, dealing with customers and suppliers offering a full complement of service and continually improving the customer journey. Participating in achieving overall goals and objectives within the Contact Centre, you will assist with the integration of new products and services into business as usual activities.

Key Accountabilities:
-Providing optimum levels of customer service over the telephone and, at times, to desired service quality standards.
-Performing associated administrative tasks that support the core services conducted by the area to exact quality standards.
-Use careful questioning to identify the customer`s requirements and provide appropriate solutions
-Ensuring attainment of key performance indicators.
-Managing own time and productivity effectively to meet service requirements and manage customer expectations.
-Accepting full accountability for governance and compliance.
-Takes ownership of own development to ensure knowledge is up to date to ensure service and output is of the highest standard.
-Ensure ownership of individual goals and support for center objectives.
-Effectively manage complaints.
-Delivery of agreed outputs.
-Support and adopt the implementation of change initiatives.
-Conduct is in line with policies.

Required experience:
-Telephony Experience: 1 year

Full job description HERE

To apply for this position, please email your CV and covering letter to:

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