CSR Voice account -Pune/Mumbai

We are hiring for a Voice Customer Service role in Mumbai. The role is suited for candidates with international customer service experience.

Location -Mumbai/Pune

Position: Customer Service Associate
Skill: International Voice
Hiring Grade: BPOZ, BPO1, BPO2
Process: International Voice – Banking and Cards - US and Australia process

Eligibility
- Graduate and above with a minimum of 1 year and maximum 3 years of relevant experience in the BPO industry
- HSC with a minimum of 18 months BPO experience and a maximum of 3 years relevant BPO experience in the contact center industry
- Banking, Travel, Healthcare, Collections, Ecommerce, Telecom or Technical Services for Pune Location. Any International Voice Experience is good
- Graduate or undergraduate in a relevant customer service field preferred
- Strong English communication with neutral accent
- Advanced Windows/computer proficiency and accurate data-entry skills
- Flexible for 24x7 environment, primarily aligned to US or UK or Australian business hours

Key Responsibilities
- Handle customer interactions daily with 0 availability time
- Ensure SLAs are met consistently at individual and team level
- Meet and exceed all performance thresholds
- Focus on Key KPIs like RSAT, AHT and customer experience
- Constantly remain abreast of new changes
- Implement feedback and corrective actions to avoid repeat instances

Required Skills
- Excellent written and oral communication
- Strong customer advocacy and listening skills
- Strong analytical and technical skills
- Clear understanding of process/work instructions
- Multi-tasking capability
- Resilience and flexibility to change
- Ability to generate solutions and apply logical conclusions across problems

Salary: Up to 7 lacs CTC