Customer Service Associate | US Process Banking & Cards

Gratitude Inc

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2 months ago

Customer Service Associate | US Process Banking & Cards

1-6 Year(s)

60 - 65 Thousand p.m

Mumbai (malad)

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Job Description

Key Skills

Adaptable Communication Customer Service Listening Teamwork Time Management english Banking services

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Job Title: Customer Service Associate – International Voice (Banking & Cards)
Location: Malad / Thane, Mumbai (Only local candidates eligible)
Hiring Grades: BPOZ, BPO1, BPO2, BPO3
Salary: Up to ₹6.25 LPA
Schedule: Any shift (majority night/midnight), weekends & staggered shifts possible

About the Role

We are seeking highly motivated Customer Service Associates to handle international voice support for our Banking & Cards process. You will be responsible for delivering exceptional customer service, meeting SLAs, and maintaining top performance across KPIs such as RSAT, AHT, and customer experience.

Key Responsibilities

Handle daily customer interactions with zero downtime.
Consistently meet or exceed individual and team SLAs.
Focus on KPIs like RSAT, AHT, and customer experience.
Stay updated on process changes and implement feedback effectively.
Promote brand value through positive and professional interactions.
Maintain 9 hours of productive on-call time per shift.

Skills Required

Excellent communication skills.
Strong team player with a positive attitude.
Ability to implement feedback effectively.
Strong domain knowledge preferred.
Willingness to work in night/midnight shifts and weekends.

Eligibility Criteria

Mandatory: Minimum 1 year international voice process experience as a call center agent.
Must currently be working as a call center agent (No Team Leaders, QA, Managers, or non-BPO professionals).
Must be a resident of Mumbai (Malad/Thane) – Outstation candidates will be rejected.
No rehires from TCS.
No significant employment gaps.

Educational & Experience Requirements

Graduate & above → 9 months to 10 years relevant contact center experience.
HSC (12th pass) → 18 months to 10 years relevant contact center experience.
B.E./B.Tech → 3 years relevant contact center experience.

Role

Any Other

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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