Customer Service Associate – US Banking & Card Services
Gratitude IncCustomer Service Associate – US Banking & Card Services
Job Description
Key Skills
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Customer Service Associate – US Banking & Card Services
Location: Mumbai – Malad
Work Setup: Work from Office
Process: International Voice – US Banking & Card Services
Shift: US Night/Midnight Shifts, including staggered schedules
Experience: 1–10 Years
Salary: ₹20,000 – ₹60,000 per month
Employment Type: Full-time
About the Role
We are looking for Customer Service Associates 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.
Resolve customer enquiries and provide accurate information.
Meet individual and team service-level, quality and productivity targets.
Achieve KPIs such as customer satisfaction, average handling time and overall customer experience.
Stay updated with process, product and policy changes.
Apply coaching feedback and corrective actions consistently.
Protect customer information and follow all process and compliance requirements.
Maintain a positive and customer-focused approach throughout interactions.
Candidate Requirements
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 implement it effectively.
Comfortable working in a performance-driven contact-centre environment.
Willingness to work night/midnight shifts, weekends and staggered schedules.
Education & Experience
Graduates: 1–10 years of relevant contact-centre/customer service experience.
HSC/12th Pass: Minimum 18 months of relevant contact-centre experience, with experience considered up to 10 years.
Candidates with experience outside these ranges may be considered based on education, employment stability, recent designation and role relevance.
Work Expectations
Work from office at 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.
The role involves handling customer calls for a sustained portion of the shift.
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 marksheet/certificate
12th marksheet/certificate
Undergraduate/Postgraduate marksheets and certificates, if applicable
Employment Documents:
Offer letter
Experience letters
Payslips
Available bank statements
Employment separation documents
Mandatory for Experienced Candidates:
EPFO Service History downloaded from the EPFO Member Portal
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.
Mandatory Questionnaire
Questionnaire Form: https://myglit.com/lateral/cref/5e9198749a
Important: Filling out the questionnaire form is mandatory for all interested candidates. Candidates who do not complete the form may not be considered for the recruitment process.
Role
Customer Service Executive
Timings
US-Type Shift (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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