Voice Associate - International Process US & Australia - Mumbai
Gratitude IncVoice Associate - International Process US & Australia - Mumbai
Job Description
Key Skills
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Job Title: Voice Associate - International Process US & Australia - Mumbai - Banking & Telecom
Job Codes: 410446 - Pune Voice, 412679 - US Voice Mumbai
Location: Mumbai - Work From Office
Process: International Voice - Banking and Cards (US and Australia Process), Telecom Activation
Hiring Grade: BPO Z, BPO 1, BPO 2
Salary: Up to 7 Lacs CTC for BPO 2
Work Setup: Rotational Shifts Including Weekends and Voluntary Overtime
Overview:
We are hiring International Voice Associates for Telecom Activation and Banking Support in Mumbai for US and Australia processes.
Eligibility and Experience:
- Graduate with 1 to 3 years of relevant experience in International Voice / Customer Service in BPO / BPS
- Experience in Telecom industry preferred
- Understanding of Australian and New Zealand culture and customer expectations is a plus
- Proficient in Microsoft Windows and basic computer applications
- Strong and accurate data entry skills
- Willing to work in rotational shifts, weekends, and voluntary overtime as per business needs
Key Responsibilities:
- Manage inbound customer calls efficiently throughout the telecom activation process
- Communicate effectively with customers, field technicians, and internal teams
- Understand customer concerns through active listening and effective questioning
- Provide timely solutions and aim for first call resolution
- Handle complaints and escalations professionally with proper follow-up
- Identify vulnerable customers and take appropriate action or escalate as required
- Collaborate with stakeholders to resolve complaints and track escalations till closure
- Maintain a customer-centric approach and help improve customer experience
- Stay calm and professional while handling difficult customers and high-pressure situations
- Ensure compliance with legal, regulatory, and process requirements
- Work as a team player and contribute to overall team performance
Must Have Competencies:
- Excellent verbal and written English communication skills
- Strong customer service orientation
- Ownership and accountability
- Active listening and problem-solving skills
- Ability to manage challenging customer interactions
Good to Have:
- Business acumen
- Telecom domain knowledge
- Understanding of ANZ market and culture
Role
Account Manager
Timings
Rotational Shifts (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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