Support Executive - US & ANZ Process - Mumbai
Gratitude IncSupport Executive - US & ANZ Process - Mumbai
Job Description
Key Skills
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Job Title: Voice Support Executive - US & ANZ Process - Mumbai - Banking Cards & Telecom - 7 LPA
Job Codes: Pune Voice - 410446, US Voice Mumbai - 412679
Location: Mumbai, India - Work From Office
Experience: 1 to 3 Years
Band: BPO Z, BPO 1, BPO 2
Salary: Up to 7 LPA CTC for BPO 2
Process: International Voice - Banking and Cards (US & Australia), Telecom Activation
Work Setup: Onsite - Rotational Shifts Including Weekends
Eligibility and Experience:
- Graduate with 1 to 3 years of experience in international customer service in a BPO/BPS environment
- Telecom industry experience preferred
- Understanding of Australian and New Zealand culture and customer expectations is desirable
- Proficient in Microsoft Windows and basic computer applications
- Strong and accurate data entry skills
- Willing to work rotational shifts, weekends, and voluntary overtime as per business needs
Key Responsibilities:
- Handle inbound customer calls efficiently during the telecom activation process
- Communicate clearly with customers, field technicians, and internal business teams
- Understand customer concerns through active listening and effective questioning
- Provide timely solutions with focus on first call resolution
- Manage customer complaints and escalations professionally with proper follow-up
- Identify vulnerable customers and take suitable action or escalate as needed
- Work with stakeholders to resolve complaints and track escalations till closure
- Maintain customer-centric approach and contribute to better customer experience and advocacy
- Stay calm and professional while handling difficult customers and pressure situations
- Ensure compliance with all legal, regulatory, and process requirements
- Collaborate as a team member and contribute to overall team performance
Must Have Competencies:
- Excellent verbal and written English communication
- Strong customer service orientation
- Ownership and accountability
- Active listening and problem-solving skills
- Ability to handle challenging customer interactions
Good to Have Competencies:
- Business acumen
- Telecom domain knowledge
- Understanding of 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.
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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