Customer Service Associate-US Voice Mumbai

Urgent Hiring!

Job Code:
Pune Voice: 410446
US Voice Mumbai: 412679
Customer Service Associate
Skill : International Voice
Hiring Grade: BPOZ, BPO1, BPO2
Process: International Voice – Banking & Cards (US and Australia process)
Process: Telecom Activation – International Voice

Eligibility and Experience
Graduate with a 1-3 years of relevant experience in international customer service within a BPS/BPO environment
Experience in the telecom industry is preferred
Understanding of Australian and New Zealand culture and customer expectations is desirable
Proficiency in Microsoft Windows and basic computer applications
Strong and accurate data-entry skills
Willingness to work rotational shifts, weekends and voluntary overtime based on business requirements

Key Responsibilities
Manage inbound customer calls efficiently throughout the telecom activation process.
Communicate effectively with customers, field technicians and internal business teams.
Understand customer concerns through active listening and effective questioning.
Provide timely solutions and aim for first-call resolution.
Handle customer complaints and escalations professionally, ensuring appropriate follow-up.
Identify vulnerable customers and take suitable action or escalate their concerns as required.
Collaborate with relevant stakeholders to resolve complaints and track escalations through closure.
Maintain a customer-centric approach and continuously contribute to improving customer experience and advocacy.
Remain calm and professional while handling difficult customers and high-pressure situations.
Ensure compliance with all applicable legal, regulatory and process requirements.
Work collaboratively as a team member and contribute to overall team performance.

Must-Have Competencies
Excellent verbal and written English communication skills
Strong customer-service orientation
Ownership and accountability
Active listening and problem-solving skills
Ability to manage challenging customer interactions

Good-to-Have Competencies
Business acumen
Telecom domain knowledge
Understanding of the ANZ market and culture


Salary upto 7 lacs CTC as it is BPO 2