Customer Service Associate – International Voice
Gratitude IncCustomer Service Associate – International Voice
Job Description
Key Skills
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Locations: Pune and Mumbai
Hiring Grades: BPOZ, BPO1 and BPO2
Salary: Up to ₹7 LPA CTC for BPO2, depending on experience and interview performance
Experience: 1–3 years
Qualification: Graduate
Work Mode: Work from Office
Shifts: Rotational shifts, including weekends
Process
- International Voice – Banking and Cards (US/Australia)
- Telecom Activation – International Voice
Eligibility
- Graduate with 1–3 years of relevant international customer-service experience in a BPO/BPS environment.
- Must have experience handling international voice calls.
- Telecom industry experience is preferred.
- Understanding of Australian and New Zealand customers and culture is desirable.
- Comfortable working rotational shifts, weekends and voluntary overtime according to business requirements.
- Proficient in Microsoft Windows and basic computer applications.
- Strong and accurate data-entry skills.
Key Responsibilities
- Handle inbound customer calls throughout the telecom activation process.
- Communicate effectively with customers, field technicians and internal teams.
- Understand customer concerns through active listening and effective questioning.
- Provide timely solutions and aim for first-call resolution.
- Handle complaints and escalations professionally and ensure proper follow-up.
- Identify vulnerable customers and take appropriate action or escalate when required.
- Coordinate with relevant stakeholders and track escalations until closure.
- Remain calm and professional while handling difficult customers.
- Follow all applicable legal, regulatory and process requirements.
- Contribute positively to customer satisfaction and overall team performance.
Must-Have Skills
- Excellent verbal and written English communication
- International voice customer-service experience
- Strong customer-service orientation
- Active listening and problem-solving ability
- Ownership and accountability
- Ability to manage difficult customer interactions
- Willingness to work rotational shifts
Good-to-Have Skills
- Telecom domain knowledge
- Banking or cards process experience
- Understanding of the Australian and New Zealand market
- Business acumen
Candidates with domestic voice experience only may not be suitable for this requirement.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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