Customer Service Associate – International Voice

Job Title: Customer Service Associate – International Voice
Location: Mumbai – Malad
Process: US Banking & Card Services
Work Mode: Work From Office

About the Role

As a Customer Service Associate, you will support customers through an international voice process for US banking and card services. You will handle customer enquiries, provide accurate information, resolve issues, and deliver a professional customer experience while meeting service and quality targets.

Key Responsibilities

• Handle customer interactions professionally and efficiently.

• Resolve customer enquiries related to US banking and card services.

• Meet individual and team service-level, quality, and productivity targets.

• Achieve KPIs including customer satisfaction, average handling time, and overall customer experience.

• Stay updated on process, product, and policy changes.

• Apply coaching feedback and corrective actions consistently.

• Protect customer information and follow compliance requirements.

• Maintain high-quality customer interactions throughout the assigned shift.

Candidate Profile

• Excellent spoken English, listening, and comprehension skills.

• Clear sentence construction and confident communication.

• Customer-focused approach.

• Positive attitude and strong teamwork skills.

• Willingness to learn and accept feedback.

• Comfortable working in a performance-driven contact-centre environment.

• Willing to work nights, midnights, weekends, and staggered schedules.

Education & Experience

Graduates: Minimum 1 year and generally up to 12 years of relevant contact-centre experience.

HSC/12th Pass: Minimum 18 months and generally up to 10 years of relevant contact-centre experience.

Candidates exceeding these ranges may be considered case by case based on education, employment stability, recent designation, and role relevance.

Work Expectations

• Work From Office – Mumbai, Malad.

• Predominantly US night and midnight shifts.

• Staggered schedules may apply.

• Weekend work and six-day schedules may be required.

• Role involves sustained customer-call handling.

Selection Process

HR Screening → Voice & Accent Assessment → Operations Interview

Fast-Track Consideration

• Graduates with at least 12 months of relevant experience may be considered for direct Operations round.

• HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct Operations round.

Documents Required

• Aadhaar Card

• PAN Card

• Accepted alternate address proof

• 10th and 12th certificates/marksheets

• Undergraduate/postgraduate documents, where applicable

• Offer and experience letters

• Payslips

• Available bank statements

• Employment separation documents

• EPFO service history for experienced candidates