Customer Service Associate (U.S Voice) Mumbai
Gratitude IncCustomer Service Associate (U.S Voice) Mumbai
Job Description
Key Skills
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Customer Service Associate – International Banking & Card Services
About the Role
We are looking for a Customer Service Associate to support customers through an international voice process for US banking and card services. The role involves handling customer enquiries, providing accurate information, resolving concerns, and delivering a professional customer experience while meeting service and quality targets.
Key Responsibilities
Handle customer interactions professionally and efficiently throughout the assigned shift.
Resolve customer enquiries related to US banking and card services.
Meet individual and team service-level, quality, and productivity expectations.
Achieve key performance indicators such as Customer Satisfaction (CSAT), Average Handling Time (AHT), and overall customer experience.
Stay updated on process, product, and policy changes and apply them accurately.
Implement coaching feedback and corrective actions to prevent repeat errors.
Maintain confidentiality of customer information and follow applicable process and compliance requirements.
Work effectively in a performance-driven contact-centre environment.
Candidate Profile
Excellent spoken English with strong listening and comprehension skills.
Clear sentence construction and confident communication.
Customer-focused approach with a positive attitude.
Strong teamwork and willingness to learn.
Ability to accept feedback and apply it consistently.
Comfortable handling sustained customer calls during the productive portion of the shift.
Willingness to work nights, midnight shifts, weekends, and staggered schedules.
Education & Experience
Graduates:
Minimum 1 year of relevant contact-centre experience.
Generally up to 12 years of relevant experience.
HSC / 12th Pass:
Minimum 18 months of relevant contact-centre experience.
Generally up to 10 years of relevant experience.
Candidates with experience beyond these ranges may be considered based on education, employment stability, recent designation, and role relevance.
Work Location & Shift
Work from Office – Malad, Mumbai
Predominantly US night and midnight shifts.
Staggered schedules may apply.
Weekend work and six-day working schedules may be required based on business needs.
Selection Process
HR Screening → Voice & Accent Assessment → Operations Interview
Fast-Track Consideration
Graduates with at least 12 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.
HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.
Documents Required
Identity & Address Proof:
Aadhaar Card
PAN Card
Accepted alternate address proof
Academic Documents:
10th and 12th certificates/marksheets
Applicable undergraduate/postgraduate marksheets and certificates
Employment Documents:
Offer and experience letters
Payslips
Available bank statements
Employment-separation documents
EPFO service history downloaded from the EPFO member portal is mandatory for experienced candidates.
Interview Availability
Virtual hiring is conducted Monday to Saturday. Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
Banking / Financial Services / Broking
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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