Customer Service Associate (U.S Voice) Mumbai
Gratitude IncCustomer Service Associate (U.S Voice) Mumbai
Job Description
Key Skills
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Customer Service Associate – International Voice
Job Title: Customer Service Associate – International Voice
Location: Mumbai – Malad
Process: US Banking & Card Services
Work Mode: Work From Office
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 handle customer enquiries, provide accurate information, resolve issues, and deliver a professional customer experience while meeting service and quality targets.
Key Responsibilities
Handle customer interactions professionally and efficiently.
Resolve customer enquiries related to US banking and card services.
Meet individual and team service-level, quality, and productivity targets.
Achieve KPIs including customer satisfaction, average handling time, and overall customer experience.
Stay updated on process, product, and policy changes.
Apply coaching feedback and corrective actions consistently.
Protect customer information and follow compliance requirements.
Maintain high-quality customer interactions throughout the assigned shift.
Candidate Profile
Excellent spoken English, listening, and comprehension skills.
Clear sentence construction and confident communication.
Customer-focused approach.
Positive attitude and strong teamwork skills.
Willingness to learn and accept feedback.
Comfortable working in a performance-driven contact-centre environment.
Willing to work nights, midnights, weekends, and staggered schedules.
Education & Experience
Graduates: Minimum 1 year and generally up to 12 years of relevant contact-centre experience.
HSC/12th Pass: Minimum 18 months and generally up to 10 years of relevant contact-centre experience.
Candidates exceeding these ranges may be considered case by case based on education, employment stability, recent designation, and role relevance.
Work Expectations
Work From Office – Mumbai, Malad.
Predominantly US night and midnight shifts.
Staggered schedules may apply.
Weekend work and six-day schedules may be required.
Role involves sustained customer-call handling.
Selection Process
HR Screening → Voice & Accent Assessment → Operations Interview
Fast-Track Consideration
Graduates with at least 12 months of relevant experience may be considered for direct Operations round.
HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct Operations round.
Documents Required
Aadhaar Card
PAN Card
Accepted alternate address proof
10th and 12th certificates/marksheets
Undergraduate/postgraduate documents, where applicable
Offer and experience letters
Payslips
Available bank statements
Employment separation documents
EPFO service history for experienced candidates
Role
Customer Service Executive
Timings
Night Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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