INTERNATIONAL US VOICE PROCESS ASSOCIATE
Gratitude IncINTERNATIONAL US VOICE PROCESS ASSOCIATE
Job Description
Key Skills
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Job Title: Customer Service Associate - International Voice
Job Codes: Pune Voice - 410446, US Voice Mumbai - 412679
Location: Mumbai - Work From Office
Process: International Voice - Banking and Cards - US and Australia Process, Telecom Activation - International Voice
Hiring Grade: BPO Z, BPO 1, BPO 2
Salary: Up to 7 Lacs CTC for BPO 2
Eligibility and Experience:
- Graduate with 1 to 3 years of relevant experience in international customer service within a BPS or BPO environment
- Experience in the telecom industry is preferred
- Understanding of Australian and New Zealand culture and customer expectations is desirable
- Proficiency in Microsoft Windows and basic computer applications
- Strong and accurate data entry skills
- Willingness to work rotational shifts, weekends, and voluntary overtime based on business requirements
Key Responsibilities:
- Manage inbound customer calls efficiently throughout the telecom activation process
- Communicate effectively with customers, field technicians, and internal business teams
- Understand customer concerns through active listening and effective questioning
- Provide timely solutions and aim for first call resolution
- Handle customer complaints and escalations professionally with appropriate follow-up
- Identify vulnerable customers and take suitable action or escalate as required
- Collaborate with relevant stakeholders to resolve complaints and track escalations through closure
- Maintain a customer-centric approach and contribute to improving customer experience and advocacy
- Remain calm and professional while handling difficult customers and high-pressure situations
- Ensure compliance with all applicable legal, regulatory, and process requirements
- Work collaboratively as a team member and contribute to overall team performance
Must Have Competencies:
- Excellent verbal and written English communication skills
- Strong customer service orientation
- Ownership and accountability
- Active listening and problem-solving skills
- Ability to manage challenging customer interactions
Good to Have Competencies:
- Business acumen
- Telecom domain knowledge
- Understanding of the ANZ market and culture
Role
Account Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
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.
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