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Firstsource Solutions Interview Questions and Answers
102 Interview questions
I am open to relocating or traveling for the role, as I believe it enhances my ability to serve customers effectively.
I have previously relocated for a job, which helped me gain valuable experience in a new market.
Traveling for training or team-building activities can improve collaboration and service quality.
I understand that some customer service roles may require on-site support in different locations.
Customer service support involves assisting customers with inquiries, resolving issues, and ensuring a positive experience with a product or service.
Responding to customer inquiries via phone, email, or chat.
Resolving complaints and issues, such as processing returns or refunds.
Providing product information and guidance, like troubleshooting technical problems.
Maintaining a positive attitude and empathy towards cu...
I expect a competitive CTC that reflects my skills and experience in customer service.
Research industry standards for similar roles to determine a fair range.
Consider my years of experience and any specialized skills I bring.
Be open to negotiation based on the overall benefits package offered.
For example, if the market rate is $50,000, I might expect between $45,000 and $55,000.
A helpful process involves systematic steps to achieve a goal efficiently and effectively.
Define the goal clearly, e.g., improving team communication.
Identify resources needed, such as tools or personnel.
Create a step-by-step plan, like scheduling regular meetings.
Monitor progress and adjust the plan as necessary.
Gather feedback to improve the process continuously.
Confidence is the belief in one's abilities, essential for effective communication and customer service in a Service Advisor role.
Confidence helps in building trust with customers, making them feel valued and understood.
For example, confidently explaining a service procedure can reassure a customer about their vehicle's care.
It allows for effective problem-solving; a confident advisor can quickly address customer ...
The TOEFL certification test assesses English proficiency for non-native speakers, crucial for academic and professional opportunities.
TOEFL stands for Test of English as a Foreign Language.
It evaluates reading, writing, listening, and speaking skills.
A high score can enhance university admission chances; for example, a score above 100 is often competitive.
Preparation resources include official TOEFL practice test...
Firstsource Solutions HR Interview Questions
Our service enhances customer satisfaction through personalized support and efficient problem resolution.
24/7 availability ensures customers can reach us anytime, like a late-night tech issue resolved promptly.
Personalized interactions build rapport, such as remembering a customer's previous concerns for tailored solutions.
Proactive follow-ups demonstrate commitment, like checking in after a service issue to ensur...
Refunds return money for returned products, while credits provide future purchase value without cash return.
A refund is a direct return of money to the customer after a product is returned.
A credit is an amount applied to a customer's account for future purchases.
Example of a refund: A customer returns a defective item and receives their money back.
Example of a credit: A customer receives store credit after return...
Call handling capacity can be calculated by considering factors like average call duration, available agents, and service level goals.
Calculate the average call duration in minutes.
Determine the number of available agents to handle calls.
Set service level goals (e.g. answering 80% of calls within 20 seconds).
Use Erlang C formula or call center software to calculate call handling capacity.
Adjust calculations based ...
Shrinkage refers to the loss of inventory due to theft, damage, errors, or other factors.
Shrinkage can be caused by shoplifting, employee theft, administrative errors, or supplier fraud.
Retail stores often experience shrinkage in the form of missing inventory or discrepancies in stock counts.
Implementing security measures such as surveillance cameras, inventory tracking systems, and employee training can help redu...
Firstsource Solutions Interview Experiences
332 interviews found
Anonymous
Selected
I applied via Recruitment Consulltant and was interviewed in Dec 2023. There were 3 interview rounds.
Communication over the language ?
(1 Question)
- Q1. Chat Assignment with the help of scenario ?
- Ans.
Effective chat assignment enhances customer service efficiency and satisfaction through strategic scenario management.
Assess customer needs: Identify the issue type (e.g., billing, technical support) to assign the right agent.
Prioritize chats: Urgent issues should be escalated to senior agents for quicker resolution.
Use skills-based routing: Assign chats based on agent expertise, like a tech-savvy agent for complex tec...
(1 Question)
- Q1. Basic Discussion on Salary?
- Ans. As per company norms.
Interview Preparation Tips
Selected
I appeared for an interview in Jan 2025.
(2 Questions)
- Q1. What were your responsibilities in your previous job role?
- Ans.
In my previous job role, I was responsible for managing customer inquiries, resolving issues, and ensuring customer satisfaction.
Handling customer inquiries and providing solutions
Resolving customer issues in a timely manner
Ensuring customer satisfaction through effective communication
Maintaining customer records and documentation
Collaborating with other team members to address customer needs
- Q2. What are your salary expectations?
- Ans.
I am looking for a competitive salary based on my experience and skills.
Research industry standards for Senior CSA salaries
Consider your level of experience and skills
Be prepared to negotiate based on benefits and perks offered
We need to describe a given topic in 400 words.
(2 Questions)
- Q1. What were your roles and responsibilities in your previous job?
- Ans.
In my previous job, I was responsible for managing customer inquiries, resolving issues, and ensuring customer satisfaction.
Handling customer inquiries and providing solutions
Resolving customer issues and complaints
Ensuring customer satisfaction through effective communication and problem-solving
Maintaining customer records and documentation
Collaborating with other departments to address customer needs
- Q2. What are the different types of fraud and how do they differ from one another?
- Ans.
Types of fraud include identity theft, credit card fraud, insurance fraud, and investment fraud.
Identity theft involves stealing someone's personal information to commit fraud.
Credit card fraud is when someone uses another person's credit card information without authorization.
Insurance fraud occurs when someone makes false claims to an insurance company for financial gain.
Investment fraud involves deceptive practices ...
Pavithra Devi
(2 Questions)
- Q1. Self introduction
- Q2. Okay to work on night shift
(2 Questions)
- Q1. Type 22w speed test
- Ans.
Type 22w speed test measures typing speed in words per minute.
Practice typing regularly to improve speed
Focus on accuracy as well as speed
Use online typing tests to track progress
- Q2. Paragraph typing
(2 Questions)
- Q1. Self introduction
- Q2. Okay to work in night shift
- Ans.
Yes, I am okay with working in night shifts as needed for the role.
I am comfortable working in night shifts and understand the job requirements may involve it.
I have previous experience working night shifts and can adapt to different schedules.
I prioritize work-life balance and am willing to adjust my schedule as needed for the role.
(1 Question)
- Q1. Questions regards to U S Mortgage
(1 Question)
- Q1. Questions regards to U S Mortgage
Selected
(3 Questions)
- Q1. Tell me about your self.
- Ans.
I am a dedicated and experienced customer service professional with a strong background in the banking industry.
I have X years of experience in customer service roles
I am skilled in handling customer inquiries and resolving issues efficiently
I have a strong understanding of banking products and services
I am a team player and have excellent communication skills
I am committed to providing exceptional service to customers
- Q2. Tell me about your previous organisation.
- Ans.
I previously worked at a multinational technology company specializing in software development.
Worked in a fast-paced environment
Collaborated with cross-functional teams
Managed customer inquiries and issues efficiently
- Q3. Why did you leave your previous organisation?
- Ans.
Seeking new challenges and opportunities for growth.
Looking for career advancement
Seeking new challenges and opportunities
Relocation
Company downsizing or restructuring
(8 Questions)
- Q1. Tell me about your self.
- Ans.
I am a dedicated and experienced customer service professional with a strong background in the banking industry.
I have over 5 years of experience in customer service roles
I have a proven track record of resolving customer issues efficiently and effectively
I am skilled in communication, problem-solving, and relationship-building
I am familiar with banking products and services, including online banking and loans
- Q2. Tell me about your previous organisation your experience.
- Ans.
I worked at a multinational telecommunications company as a Senior CSA.
Managed a team of CSAs to ensure high levels of customer satisfaction
Handled escalated customer complaints and resolved issues effectively
Implemented new customer service strategies to improve efficiency
Collaborated with other departments to streamline processes and improve communication
- Q3. Tell me about your job role in your previous organisation.
- Ans.
I was responsible for handling customer inquiries, resolving complaints, and providing information about banking products and services.
Managed a high volume of customer calls and emails on a daily basis
Resolved customer complaints and issues in a timely and professional manner
Provided information on various banking products such as savings accounts, loans, and credit cards
Assisted customers with online banking services...
- Q4. Why do you leave your previous organisation?
- Ans.
Seeking new challenges and opportunities for growth.
Looking for a new challenge and opportunity for growth
Seeking a more dynamic work environment
Wanting to expand my skill set and knowledge
Desiring a better work-life balance
Relocation to a new area
- Q5. Why you want to work with this company the company which you are going for the interview?
- Q6. What is your strength ?
- Ans.
My strength is my ability to effectively communicate with customers and resolve their issues in a timely manner.
Strong communication skills
Ability to empathize with customers
Problem-solving skills
Patience and resilience
Experience in handling difficult customer situations
- Q7. What is your weakness?
- Ans.
One of my weaknesses is that I can be overly critical of my own work.
I tend to be a perfectionist and can spend too much time on a task to ensure it is flawless.
I sometimes struggle with delegating tasks to others because I want to make sure they are done correctly.
I am working on improving my ability to accept constructive criticism and not take it personally.
- Q8. What do you know about this company?
- Ans.
Lloyds Banking Group (LBG) is a leading UK-based financial services company with a long history and a strong presence in the market.
Lloyds Banking Group is one of the largest retail banks in the UK
It was founded in 1765 and has a long history of providing banking services
LBG offers a wide range of financial products and services including current accounts, savings accounts, mortgages, and loans
The company is committed ...
Interview Preparation Tips
(1 Question)
- Q1. Tell me about yourself?
Typing and communication easy lvl only
(2 Questions)
- Q1. Just formal questions
- Q2. Tell about yourself
Interview Preparation Tips
Justine Yuvan
Selected
(2 Questions)
- Q1. Tell me about your collage
- Ans.
I attended XYZ College where I studied Business Administration and graduated with honors.
Studied Business Administration
Graduated with honors
Participated in various extracurricular activities
- Q2. Tell me avout your family
- Ans.
I come from a close-knit family of five, including my parents, older sister, and younger brother.
My parents have always been supportive of my career choices and have instilled in me the values of hard work and perseverance.
My older sister is a successful lawyer who I look up to for guidance and advice.
My younger brother is currently studying engineering and we share a close bond despite the age gap.
Interview Preparation Tips
Selected
I appeared for an interview before Aug 2024, where I was asked the following questions.
- Q1. Tell me about Yourself
- Ans.
Experienced customer service professional with a passion for helping others and a proven track record in resolving complex issues.
Over 5 years of experience in customer service roles, consistently exceeding performance metrics.
Skilled in conflict resolution, having successfully de-escalated numerous customer complaints through active listening and empathy.
Proficient in using CRM software to track customer interactions ...
- Q2. Are you willing to relocate or travel?
- Ans.
I am open to relocating or traveling for the role, as I believe it enhances my ability to serve customers effectively.
I have previously relocated for a job, which helped me gain valuable experience in a new market.
Traveling for training or team-building activities can improve collaboration and service quality.
I understand that some customer service roles may require on-site support in different locations.
Selected
I appeared for an interview in Jun 2025, where I was asked the following questions.
- Q1. Excel Microsoft
- Q2. Excel PowerPoint
- Q3. Microsoft office
(2 Questions)
- Q1. About previous company
- Ans.
I worked at XYZ Corp, a leading tech support company, where I provided exceptional customer service and resolved technical issues.
Handled over 50 customer inquiries daily, ensuring timely and effective resolutions.
Trained new team members on best practices for customer interaction and problem-solving.
Achieved a customer satisfaction rating of 95% through attentive service and follow-ups.
Utilized CRM software to track c...
- Q2. How much package that I am expecting
Interview Preparation Tips
Shankar.s
I appeared for an interview in May 2025, where I was asked the following questions.
- Q1. Tell me about yourself?
- Q2. Tell me about memorable moment in life?
- Ans.
A memorable moment for me was volunteering at a local shelter, where I connected with people and made a positive impact in their lives.
Volunteered at a local homeless shelter for a weekend.
Helped serve meals and interacted with the residents.
Learned about their stories and challenges, which deepened my empathy.
Felt a sense of fulfillment knowing I contributed to their well-being.
This experience inspired me to continue ...
- Q3. Why should i hire you.?
- Ans.
I bring strong communication skills, a customer-centric approach, and a proven ability to resolve issues efficiently.
Excellent communication skills: I can convey information clearly and effectively, ensuring customers understand solutions.
Customer-centric approach: I prioritize customer satisfaction, as demonstrated by my previous role where I improved feedback scores by 20%.
Problem-solving abilities: I have a track re...
- Q4. Where should after 5 years you.?
- Ans.
In five years, I envision myself in a leadership role, enhancing customer experience and mentoring new team members.
I aim to progress to a supervisory position, where I can lead a team and implement effective customer care strategies.
I plan to enhance my skills through continuous learning, such as obtaining certifications in customer service management.
I hope to contribute to process improvements that increase customer...
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Firstsource Solutions Interview FAQs
Some of the top questions asked at the Firstsource Solutions interview -
The duration of Firstsource Solutions interview process can vary, but typically it takes about less than 2 weeks to complete.
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Firstsource Solutions Interviews By Designations
- Firstsource Solutions Customer Service Associate Interview Questions
- Firstsource Solutions Senior Associate Interview Questions
- Firstsource Solutions Senior Analyst Interview Questions
- Firstsource Solutions Senior Customer Service Associate Interview Questions
- Firstsource Solutions Customer Support Associate Interview Questions
- Firstsource Solutions C.S.A Interview Questions
- Firstsource Solutions Analyst Interview Questions
- Firstsource Solutions Senior CSA Interview Questions
- Show more
Interview Questions for Popular Designations
- Customer Service Associate Interview Questions
- Senior Associate Interview Questions
- Senior Analyst Interview Questions
- Customer Support Associate Interview Questions
- Senior Customer Service Associate Interview Questions
- C.S.A Interview Questions
- Analyst Interview Questions
- Senior CSA Interview Questions
- Show more
Overall Interview Experience Rating
based on 290 interview experiences
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Firstsource Solutions Reviews and Ratings
based on 5.1k reviews
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Senior Analyst
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| ₹1.5 L/yr - ₹4.5 L/yr |
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