Customer Service Associate (U.S Voice) Mumbai

Gratitude Inc

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2 hours ago

Customer Service Associate (U.S Voice) Mumbai

1-12 Year(s)

Mumbai

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Job Description

Key Skills

Customer Service Problem Solving Communication Skills Banking Product Experience voice process skills US Banking Good exposure in to escalation management

2 candidate(s) have already applied for this Job. Apply now

Customer Service Associate – International Banking & Card Services

About the Role

We are looking for a Customer Service Associate to support customers through an international voice process for US banking and card services. The role involves handling customer enquiries, providing accurate information, resolving concerns, and delivering a professional customer experience while meeting service and quality targets.

Key Responsibilities

Handle customer interactions professionally and efficiently throughout the assigned shift.
Resolve customer enquiries related to US banking and card services.
Meet individual and team service-level, quality, and productivity expectations.
Achieve key performance indicators such as Customer Satisfaction (CSAT), Average Handling Time (AHT), and overall customer experience.
Stay updated on process, product, and policy changes and apply them accurately.
Implement coaching feedback and corrective actions to prevent repeat errors.
Maintain confidentiality of customer information and follow applicable process and compliance requirements.
Work effectively in a performance-driven contact-centre environment.

Candidate Profile

Excellent spoken English with strong listening and comprehension skills.
Clear sentence construction and confident communication.
Customer-focused approach with a positive attitude.
Strong teamwork and willingness to learn.
Ability to accept feedback and apply it consistently.
Comfortable handling sustained customer calls during the productive portion of the shift.
Willingness to work nights, midnight shifts, weekends, and staggered schedules.

Education & Experience

Graduates:

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

HSC / 12th Pass:

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

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

Work Location & Shift

Work from Office – Malad, Mumbai
Predominantly US night and midnight shifts.
Staggered schedules may apply.
Weekend work and six-day working schedules may be required based on business needs.

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 progression to the Operations round for eligible grades.
HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

Documents Required

Identity & Address Proof:

Aadhaar Card
PAN Card
Accepted alternate address proof

Academic Documents:

10th and 12th certificates/marksheets
Applicable undergraduate/postgraduate marksheets and certificates

Employment Documents:

Offer and experience letters
Payslips
Available bank statements
Employment-separation documents
EPFO service history downloaded from the EPFO member portal is mandatory for experienced candidates.

Interview Availability

Virtual hiring is conducted Monday to Saturday. Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.

Role

Customer Service Executive

Timings

Rotational Shifts (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.

Toukeerahmed Attar

Recruiter - Gratitude Inc

NA, india

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