Customer Service Associate (International Voice)

Gratitude Inc

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1 month ago

Customer Service Associate (International Voice)

1-3 Year(s)

Pune, Mumbai

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Job Description

Key Skills

Analytical Logical Thinking Multitasking Technical Skills Strong problem-solving, Excellent communication skills - written and verbal

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Customer Service Associate (International Voice)

Job Title: Customer Service Associate
Skill: International Voice
Process: International Voice – Banking & Cards (US & Australia Process)
Locations: Pune / Mumbai

Hiring Grade: BPOZ / BPO1 / BPO2
Salary: Up to ₹7 LPA CTC
Work Setup: Work from Office
Shift: 24×7 rotational shifts, primarily aligned with US/UK/Australian business hours

Eligibility

Graduate with 1–3 years of relevant contact center experience.
HSC with 18 months–3 years of relevant contact center experience.
For Pune: Experience in Banking, Travel, Healthcare, Collections, Ecommerce, Telecom, or Technical Services.
For Mumbai: Any International Voice experience is preferred.
Strong English communication skills with a neutral accent.
Good computer proficiency and accurate data-entry skills.
Comfortable working in a 24×7 environment.

Key Responsibilities

Handle customer interactions while maintaining high availability.
Ensure individual and team-level SLAs are consistently met.
Meet and exceed performance and quality targets.
Focus on key KPIs such as RSAT, AHT, and Customer Experience.
Stay updated on process changes and guidelines.
Implement feedback and corrective actions to prevent repeat issues.
Provide effective customer support while maintaining process compliance.

Required Skills

Excellent written and verbal communication.
Strong customer advocacy and active listening skills.
Good analytical and technical skills.
Understanding of process/work instructions.
Ability to multitask and work under pressure.
Resilience and flexibility to adapt to changes.
Strong problem-solving and logical thinking abilities.

Candidate Pre-Screening Questionnaire

Questionnaire: https://myglit.com/lateral/cref/e4f7feaec0

Note: Filling out this form is mandatory for the recruitment process. Candidates who do not complete the questionnaire may not be considered for further processing.

Role

Customer Service Executive

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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