Customer Service Associate (U.S Voice) Mumbai

Gratitude Inc

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3 days ago

Customer Service Associate (U.S Voice) Mumbai

1-12 Year(s)

Mumbai (malad)

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Job Description

Key Skills

Customer Service Quality Management System Compliance Officer Contact Centre Productivity Management International voice Process voice process skills banking operations Strong English Communication Skills US Banking SLA / KPI Management Commercial Card Services.

8 candidate(s) have already applied for this Job. Apply now

Customer Service Associate – International Voice

Job Title: Customer Service Associate – International Voice
Location: Mumbai – Malad
Process: US Banking & Card Services
Work Mode: Work From Office

About the Role

As a Customer Service Associate, you will support customers through an international voice process for US banking and card services. You will handle customer enquiries, provide accurate information, resolve issues, and deliver a professional customer experience while meeting service and quality targets.

Key Responsibilities

Handle customer interactions professionally and efficiently.
Resolve customer enquiries related to US banking and card services.
Meet individual and team service-level, quality, and productivity targets.
Achieve KPIs including customer satisfaction, average handling time, and overall customer experience.
Stay updated on process, product, and policy changes.
Apply coaching feedback and corrective actions consistently.
Protect customer information and follow compliance requirements.
Maintain high-quality customer interactions throughout the assigned shift.

Candidate Profile

Excellent spoken English, listening, and comprehension skills.
Clear sentence construction and confident communication.
Customer-focused approach.
Positive attitude and strong teamwork skills.
Willingness to learn and accept feedback.
Comfortable working in a performance-driven contact-centre environment.
Willing to work nights, midnights, weekends, and staggered schedules.

Education & Experience

Graduates: Minimum 1 year and generally up to 12 years of relevant contact-centre experience.

HSC/12th Pass: Minimum 18 months and generally up to 10 years of relevant contact-centre experience.

Candidates exceeding these ranges may be considered case by case based on education, employment stability, recent designation, and role relevance.

Work Expectations

Work From Office – Mumbai, Malad.
Predominantly US night and midnight shifts.
Staggered schedules may apply.
Weekend work and six-day schedules may be required.
Role involves sustained customer-call handling.

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 Operations round.
HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct Operations round.

Documents Required

Aadhaar Card
PAN Card
Accepted alternate address proof
10th and 12th certificates/marksheets
Undergraduate/postgraduate documents, where applicable
Offer and experience letters
Payslips
Available bank statements
Employment separation documents
EPFO service history for experienced candidates

Role

Customer Service Executive

Timings

Night Shift (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.

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