Walk-in || Chat Support Executive

Firstsource’s interview process typically begins with an AI‑driven screening that evaluates basic aptitude and communication skills, followed by a face‑to‑face HR round focusing on behavioral fit and shift willingness. Candidates then face a short assessment test covering typing speed, chat etiquette, and scenario‑based problem solving, before meeting the Operations Manager for a final evaluation of role‑specific competencies. The overall difficulty is moderate, and candidates are advised to practice mock chats, maintain clear diction, and showcase flexibility for 24/7 shifts.

Firstsource is known for its employee‑centric culture, offering regular training, mentorship programs, and clear career ladders. The company promotes a balanced work‑life environment with flexible shift options and encourages internal mobility across domains. Employees often cite strong leadership support and a collaborative atmosphere as key drivers of satisfaction.

Undergraduate or any graduate (excluding BE/B.Tech/PG freshers); no specific branch restriction; minimum 0 years experience, up to 3 years acceptable; good verbal and written communication skills in English; basic computer knowledge with proficiency in MS Office (Outlook, Word, Excel) and keyboarding; willingness to work 24/7 shift rotations; immediate joiners preferred; must carry an updated resume and government‑issued photo ID at the walk‑in; no minimum percentage or backlog restrictions mentioned.

Round 1: AI Interview → Round 2: HR Round → Round 3: Assessments → Round 4: Operations Manager Round

Firstsource Solutions Limited is a leading Business Process Management (BPM) and Business Process Outsourcing (BPO) company headquartered in Mumbai, with a strong presence across India and the globe. Over the past two decades, Firstsource has built a reputation for delivering high‑quality customer experience services to Fortune 500 clients in sectors such as banking, financial services, healthcare, and technology. The company’s culture emphasizes continuous learning, employee empowerment, and a merit‑based growth trajectory, making it a preferred destination for fresh graduates and early‑career professionals. The role of Chat Support Executive is positioned within the Customer Success, Service & Operations department. As a non‑voice specialist, you will be the first point of contact for customers interacting through chat platforms, handling queries, troubleshooting issues, and ensuring a seamless digital experience. The position offers exposure to a fast‑paced, technology‑driven environment where you will collaborate with cross‑functional teams, including voice agents, quality analysts, and product specialists. The job is full‑time, office‑based at the Nanakramguda campus, with a one‑way cab facility up to 23 km and a 24/7 shift structure to support global client operations. **Key Responsibilities** 1. Respond to inbound customer chats in a timely, courteous, and accurate manner. 2. Diagnose and resolve technical, billing, or service‑related issues using internal tools and knowledge bases. 3. Escalate complex cases to senior executives or subject‑matter experts while maintaining ownership. 4. Document interactions and update CRM records to ensure data integrity. 5. Meet or exceed predefined Service Level Agreements (SLAs) for response time and resolution. 6. Participate in regular training sessions to stay updated on product changes and process enhancements. 7. Provide feedback to the quality team for continuous improvement of chat scripts and workflows. 8. Adhere to 24/7 shift schedules, including night and weekend rotations, to support global client time zones. 9. Contribute to team targets by achieving individual performance metrics such as Customer Satisfaction (CSAT) scores. 10. Assist in creating FAQs and knowledge‑base articles based on recurring customer queries. **Tech Stack & Tools**: Microsoft Outlook, Word, Excel, proprietary chat platforms, CRM software, ticketing systems, and basic troubleshooting utilities. **Growth Path**: High performers can progress to Senior Executive, Team Lead, and Operations Manager roles within 1‑3 years, with opportunities to move into voice channels, quality assurance, or client‑facing account management. **Why Join Firstsource?** The company offers structured onboarding, regular skill‑upgradation programs, a performance‑linked salary structure, and a supportive work culture that values work‑life balance. The walk‑in interview format provides a quick, transparent hiring experience, and the one‑way cab facility eases daily commute. Immediate joiners get a fast track to on‑the‑job training and early exposure to client projects.