US Voice Customer Support Associate – Mumbai / Pune

Job Description: International Voice Customer Service Associate – Banking & Cards

Job Title: Customer Service Associate – International Voice
Job Code: 412679 (US Voice – Mumbai)
Location: Mumbai
Experience: 1–3 years
Hiring Grade: BPOZ / BPO1 / BPO2
Process: International Voice – Banking & Cards (US and Australia)
Salary: Up to ₹7 LPA CTC
Shift: Rotational shifts, including weekends and overtime as required
Work Mode: As per business requirements

Job Summary

TCS is seeking International Voice Customer Service Associates to support customers in the Banking & Cards process. The role involves handling inbound calls, addressing banking and card-related queries, resolving complaints, and ensuring compliance with process guidelines while maintaining high customer satisfaction.

Key Responsibilities

• Handle inbound international customer calls related to banking and card services.

• Understand customer concerns and provide accurate information according to approved process guidelines.

• Assist customers with general account and card-related service requests, subject to process authorization.

• Resolve customer queries efficiently and aim for first-call resolution.

• Handle complaints, difficult interactions, and escalations professionally.

• Identify vulnerable customers and follow the appropriate support and escalation procedures.

• Maintain accurate customer interaction records and complete required documentation.

• Follow customer authentication, data privacy, information security, and compliance procedures.

• Coordinate with internal teams to resolve outstanding customer issues.

• Meet quality, productivity, customer satisfaction, and process performance targets.

• Demonstrate ownership and accountability while ensuring a professional customer experience.

Eligibility Criteria

• Graduate in any discipline.

• 1–3 years of relevant international customer service experience in a BPO/BPS environment.

• International voice process experience is required.

• Banking, financial services, or card-support experience is an advantage.

• Proficiency in Microsoft Windows and basic computer applications.

• Strong English communication and data-entry skills.

• Willingness to work rotational shifts, weekends, and overtime based on business requirements.

Required Skills

• International voice customer support.

• Excellent verbal and written English communication.

• Banking and cards customer service knowledge.

• Customer query resolution and complaint handling.

• Active listening, analytical thinking, and problem-solving.

• Customer authentication and compliance awareness.

• Escalation management and accurate documentation.

• Customer focus, accountability, and teamwork.

Ideal Candidate

A service-oriented professional with strong communication skills who can handle international banking and card-related customer interactions confidently, follow compliance requirements, and resolve queries accurately and efficiently.