Customer Service Associate

#CUSTOMER SERVICE ASSOCIATE

International Voice Process – US Banking & Card Services

 1. About the Role

As a Customer Service Associate, you will support customers through an international voice process for US banking and card services. You will resolve enquiries, provide accurate information, and deliver a professional customer experience while meeting service and quality targets.

 2. Key Responsibilities

- Handle customer interactions professionally and efficiently throughout the assigned shift.

- Meet individual and team service-level, quality and productivity expectations.

- Work toward key performance indicators (KPIs) such as customer satisfaction, average handling time and overall customer experience.

- Stay current with process, product and policy updates and apply them accurately.

- Implement coaching feedback and corrective actions to prevent repeat errors.

- Protect customer information and follow all applicable process and compliance requirements.

3. Candidate Profile

- Excellent spoken English, listening and comprehension skills.

- Customer-focused approach with clear sentence construction and confident communication.

- Positive attitude, strong teamwork and willingness to learn.

- Ability to accept feedback and apply it consistently.

- Comfortable working in a performance-driven contact-centre environment.

- Open to all assigned shifts, including nights, midnights, weekends and staggered schedules.

4. Education and Experience

Graduates:

- Minimum 1 year and generally up to 12 years of relevant contact-centre experience.

HSC/12th-Pass Candidates:

- Minimum 18 months and generally up to 10 years of relevant contact-centre experience.

Additional Consideration:

Candidates with experience beyond these ranges may be considered case by case based on education, employment stability, recent designation and role relevance.

5. Work Expectations

- Work Location: Work from office at Mumbai – Malad.

- Shift Timings: Predominantly US night and midnight shifts; schedules may be staggered.

- Working Days: Weekend work and six-day schedules may apply when required by operations.

- Nature of Work: The role involves sustained customer-call handling during the productive portion of the shift.

6. Selection Process

The selection process consists of three rounds:

1. HR Screening

2. Voice & Accent Assessment

3. Operations Interview

7. Fast-Track Consideration

Eligible candidates may be considered for direct progression to the Operations round for applicable grades.

- Graduate Candidates: At least 12 months of relevant experience.

- HSC/Undergraduate Candidates: 18–24 months of relevant experience.

 8. Documents to Keep Ready

A. Identity and Address Documents

- Aadhaar Card

- PAN Card

- Accepted alternate address proof

B. Academic Documents

- 10th Marksheet and Certificate

- 12th Marksheet and Certificate

- All applicable undergraduate/postgraduate marksheets and certificates

C. Employment Documents

- Offer Letters

- Experience Letters

- Payslips

- Available Bank Statements

- Employment-Separation Documents

D. EPFO Documentation

- EPFO service history downloaded from the EPFO Member Portal is mandatory for experienced candidates.