Customer Service Associate – International Voice

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.