Customer Service Associate (International Voice)

Customer Service Associate (International Voice)

Job Title: Customer Service Associate
Skill: International Voice
Process: International Voice – Banking & Cards (US & Australia Process)
Locations: Pune / Mumbai
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Hiring Grade: BPOZ / BPO1 / BPO2
Salary: Up to ₹7 LPA CTC
Work Setup: Work from Office
Shift: 24×7 rotational shifts, primarily aligned with US/UK/Australian business hours

Eligibility

• Graduate with 1–3 years of relevant contact center experience.

• HSC with 18 months–3 years of relevant contact center experience.

• For Pune: Experience in Banking, Travel, Healthcare, Collections, Ecommerce, Telecom, or Technical Services.

• For Mumbai: Any International Voice experience is preferred.

• Strong English communication skills with a neutral accent.

• Good computer proficiency and accurate data-entry skills.

• Comfortable working in a 24×7 environment.

Key Responsibilities

• Handle customer interactions while maintaining high availability.

• Ensure individual and team-level SLAs are consistently met.

• Meet and exceed performance and quality targets.

• Focus on key KPIs such as RSAT, AHT, and Customer Experience.

• Stay updated on process changes and guidelines.

• Implement feedback and corrective actions to prevent repeat issues.

• Provide effective customer support while maintaining process compliance.

Required Skills

• Excellent written and verbal communication.

• Strong customer advocacy and active listening skills.

• Good analytical and technical skills.

• Understanding of process/work instructions.

• Ability to multitask and work under pressure.

• Resilience and flexibility to adapt to changes.

• Strong problem-solving and logical thinking abilities.

Candidate Pre-Screening Questionnaire

Questionnaire: https://myglit.com/lateral/cref/e4f7feaec0

Note: Filling out this form is mandatory for the recruitment process. Candidates who do not complete the questionnaire may not be considered for further processing.