Customer Service Associate – International Voice

Gratitude Inc

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2 days ago

Customer Service Associate – International Voice

1-3 Year(s)

Mumbai, Pune

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Job Description

Key Skills

Customer Service Excellent verbal and written English communication skills International voice process experience Time Management, Productivity & Shift Readiness (24×7)

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Locations: Pune and Mumbai

Hiring Grades: BPOZ, BPO1 and BPO2
Salary: Up to ₹7 LPA CTC for BPO2, depending on experience and interview performance
Experience: 1–3 years
Qualification: Graduate
Work Mode: Work from Office
Shifts: Rotational shifts, including weekends

Process

International Voice – Banking and Cards (US/Australia)
Telecom Activation – International Voice

Eligibility

Graduate with 1–3 years of relevant international customer-service experience in a BPO/BPS environment.
Must have experience handling international voice calls.
Telecom industry experience is preferred.
Understanding of Australian and New Zealand customers and culture is desirable.
Comfortable working rotational shifts, weekends and voluntary overtime according to business requirements.
Proficient in Microsoft Windows and basic computer applications.
Strong and accurate data-entry skills.

Key Responsibilities

Handle inbound customer calls 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 and ensure proper follow-up.
Identify vulnerable customers and take appropriate action or escalate when required.
Coordinate with relevant stakeholders and track escalations until closure.
Remain calm and professional while handling difficult customers.
Follow all applicable legal, regulatory and process requirements.
Contribute positively to customer satisfaction and overall team performance.

Must-Have Skills

Excellent verbal and written English communication
International voice customer-service experience
Strong customer-service orientation
Active listening and problem-solving ability
Ownership and accountability
Ability to manage difficult customer interactions
Willingness to work rotational shifts

Good-to-Have Skills

Telecom domain knowledge
Banking or cards process experience
Understanding of the Australian and New Zealand market
Business acumen

Candidates with domestic voice experience only may not be suitable for this requirement.

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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