Customer Support Executive – Non-Voice Process
The job description from Firstsource Solutions outlines a hiring opportunity for a Non-Voice Process role in Hyderabad, targeting both freshers and candidates with up to 3 years of experience. Below is a structured summary of the key details:
Job Details
- Position: Executive, Senior Executive
- Job Type: Work from Office (No remote option)
- Location: Hyderabad, Firstsource Solutions Limited, 5th Floor, BSR Tech Park, Near Wipro Circle, Nanakramguda Financial District
- Shift: 24/7 shifts (candidates must be flexible)
- Transport: Shuttle services provided for day shift only
- Joining: Immediate joiners preferred
Eligibility Criteria
- Education:
- Any Graduate (Undergraduate or higher, except BE/B.Tech/PG/MBA freshers)
- Experience:
- Freshers or candidates with up to 3 years of experience
- Skills:
- Good verbal communication skills
- Proficient in written and reading skills
- Basic computer and keyboarding skills
- Familiarity with Microsoft Office (Outlook, Word, Excel)
- Customer service experience (Chat/Voice)
- Upsell, cross-sell, or sales experience (International markets preferred)
- Availability: Willingness to work in 24/7 shifts
Interview Process
- AI Interview
- HR Round
- Assessments
- Operations (OPS) Round
Walk-In Details
- DATE : 29 August – 7th September , 11.30 AM – 2.00 PM
- Timing: 11:30 AM to 2:00 PM
- Requirements:
- Updated resume with “Nithra-HR” written on top
- Government-issued photo ID proof
- Venue: Firstsource Solutions Limited, 5th Floor, BSR Tech Park, Near Wipro Circle, Nanakramguda Financial District, Hyderabad
- Contact:
- Name: Nithra (HR)
- Email: nithram@firstsource.com
- Phone: 9502212950
Additional Notes
- The role offers “excellent growth” opportunities.
- Candidates can email their resumes directly to the provided contact for a quicker connection.
- Only shuttle services are available for day shifts, implying no transport support for night shifts.
If you need assistance with preparing for the interview, drafting a resume, or understanding the non-voice process further, let me know!
ABOUT NON VOICE PROCESS
A non-voice process in the BPO industry refers to customer service or support roles that do not involve direct phone interactions. Instead, communication occurs through channels like email, chat, social media, or ticketing systems. These roles focus on resolving customer queries, providing technical support, or managing back-office tasks efficiently.
Key skills for non-voice processes include proficiency in written communication, basic computer knowledge, and familiarity with tools like Microsoft Office. Unlike voice-based roles, these positions suit individuals who excel in written interactions and multitasking. Non-voice processes often operate in 24/7 environments, requiring flexibility for rotational shifts.
Here are 10 interview tips to help you clear a non-voice process interview, tailored to the job description provided by Firstsource Solutions:
- Highlight Written Communication Skills: Emphasize your ability to communicate clearly and professionally in writing, as non-voice roles rely heavily on emails and chats. Prepare to showcase concise, error-free responses.
- Demonstrate Typing Proficiency: Non-voice processes require fast and accurate typing. Practice typing tests (aim for 30–40 WPM with high accuracy) and mention your keyboarding skills.
- Showcase Customer Service Experience: If you have experience in chat, email support, upselling, or cross-selling, highlight it. Use specific examples to demonstrate how you resolved customer issues.
- Familiarize with Microsoft Office: Be comfortable with Outlook, Word, and Excel, as these are often used in non-voice roles. Review basic functions like email drafting, spreadsheet management, or document formatting.
- Prepare for AI Interview: The first round is AI-based, likely assessing your communication and problem-solving skills. Practice clear, structured responses to common customer service scenarios.
- Show Flexibility for Shifts: Express your willingness to work 24/7 shifts, as this is a key requirement. Highlight your adaptability to night or rotational schedules.
- Research the Company: Learn about Firstsource Solutions’ services, especially their non-voice BPO offerings. Mention how your skills align with their customer-focused processes.
- Practice Common Questions: Be ready for questions like “How do you handle an irate customer via chat?” or “Describe a time you upsold a product.” Use the STAR method (Situation, Task, Action, Result) to structure answers.
- Bring Required Documents: Carry an updated resume with “Nithra-HR” written on top and a government-issued photo ID, as specified in the job description.
- Display Enthusiasm and Confidence: Show eagerness for the role and confidence in your ability to handle non-voice tasks. Maintain a professional tone and positive attitude throughout the interview.
Bonus Tip: Practice mock interviews for chat-based scenarios and review your resume to ensure it reflects relevant skills. Good luck!