Customer Service Associate (International Voice – Banking & Cards)

Gratitude Inc

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3 days ago

Customer Service Associate (International Voice – Banking & Cards)

1-10 Year(s)

70 - 75 Thousand p.m

Mumbai

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Job Description

Key Skills

Banking Banking Insurance Customer Service Teamwork english Communication Skills International BPO International voice Process Proficient in English

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

Location: Malad, Mumbai / Thane (Candidates outside Mumbai & Thane will NOT be considered)
Salary: Up to ₹9 LPA
Shifts: Rotational, majority Night & Midnight shifts
Hiring Grades: BPOZ, BPO1, BPO2, BPO3

Job Responsibilities:

Handle inbound customer interactions with zero idle time.
Consistently meet SLAs at both individual & team levels.
Achieve and exceed performance KPIs: RSAT, AHT & Customer Experience.
Stay updated with new process changes & implement them effectively.
Take corrective actions based on feedback to avoid repeat issues.
Promote brand value with a positive and professional approach.

Skills Required:

Excellent English communication skills (International Voice experience is mandatory).
Strong team player with feedback implementation ability.
Positive attitude and customer-first mindset.
Willingness to work in rotational/night shifts & weekends.
Domain knowledge in Banking & Cards (preferred, not mandatory).

Candidate Eligibility (Strict Criteria):

Must have minimum 1 year International Voice (BPO) experience (Domestic/Back-office not considered).
Must be currently working as a Call Center Agent (NOT TL, QA, Manager, or Non-BPO roles).
Graduation is compulsory (exceptions: HSC with 18+ months BPO exp).
Must be located in Mumbai or Thane only.
Outstation candidates will be rejected (reason: currently outside Mumbai).
TCS rehires are not eligible.
No long career gaps. Last experience must be in International Voice – Agent level only.

Qualification & Experience:

Graduate & above with 9 months – 10 years contact center experience.
HSC with 18 months – 10 years contact center experience.
B.E./B.Tech with minimum 3 years relevant experience.

Interview Process:

HR Screening
V&A (Voice & Accent)
Operations Round

Fast Track Candidates (V&A Exemption):

BPO1 Grade: Any Graduate with 12+ months experience → Direct to Ops Round.
BPOZ Grade: HSC/Undergraduate with 18–24 months experience → Direct to Ops Round.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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