US Customer Service Representative – Voice Process | Mumbai & Pune

This role is suited for candidates with international customer service experience.


Customer Service Associate

Skill : International Voice

Hiring Grade: BPOZ, BPO1, BPO2

Process: International Voice – Banking & Cards (US and Australia process)


Eligibility

- Graduate and above with a minimum of 1 year and maximum 3 years of relevant

experience in the contact center industry.

- HSC with a minimum of 18 months and a maximum of 3 years’ relevant

experience in the contact center industry

- Banking Travel Healthcare Collections, Ecommerce Telecom or Technical Services for Pune Location. Any International Voice Experience is good

Graduate or undergraduate in a relevant customer service field preferred

Strong English communication with neutral accent

Advanced Windows/computer proficiency and accurate data-entry skills

Flexible for 24x7 environment, primarily aligned to US or Uk or Australian business hours


Key Responsibilities

Handle customer interactions daily with 0 availability time

Ensure SLAs are met consistently at individual and team level.

Meet and exceed all performance thresholds.

Focus on Key KPI's like RSAT, AHT and customer experience.

Constantly remain abreast of new changes

Implement feedback and corrective actions to avoid repeat instances


Required Skills

Excellent written and oral communication

Strong customer advocacy and listening skills

Strong analytical and technical skills

Clear understanding of process/work instructions

Multi-tasking capability

Resilience and flexibility to change

Ability to generate solutions and apply logical conclusions across problems