Customer Service Associate (U.S Voice) Mumbai

Customer Service Associate – International Banking & Card Services

About the Role

We are looking for a Customer Service Associate to support customers through an international voice process for US banking and card services. The role involves handling customer enquiries, providing accurate information, resolving concerns, and delivering a professional customer experience while meeting service and quality targets.

Key Responsibilities

• Handle customer interactions professionally and efficiently throughout the assigned shift.

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

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

• Achieve key performance indicators such as Customer Satisfaction (CSAT), Average Handling Time (AHT), and overall customer experience.

• Stay updated on process, product, and policy changes and apply them accurately.

• Implement coaching feedback and corrective actions to prevent repeat errors.

• Maintain confidentiality of customer information and follow applicable process and compliance requirements.

• Work effectively in a performance-driven contact-centre environment.

Candidate Profile

• Excellent spoken English with strong listening and comprehension skills.

• Clear sentence construction and confident communication.

• Customer-focused approach with a positive attitude.

• Strong teamwork and willingness to learn.

• Ability to accept feedback and apply it consistently.

• Comfortable handling sustained customer calls during the productive portion of the shift.

• Willingness to work nights, midnight shifts, weekends, and staggered schedules.

Education & Experience

Graduates:

• Minimum 1 year of relevant contact-centre experience.

• Generally up to 12 years of relevant experience.

HSC / 12th Pass:

• Minimum 18 months of relevant contact-centre experience.

• Generally up to 10 years of relevant experience.

Candidates with experience beyond these ranges may be considered based on education, employment stability, recent designation, and role relevance.

Work Location & Shift

• Work from Office – Malad, Mumbai

• Predominantly US night and midnight shifts.

• Staggered schedules may apply.

• Weekend work and six-day working schedules may be required based on business needs.

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 progression to the Operations round for eligible grades.

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

Documents Required

Identity & Address Proof:

• Aadhaar Card

• PAN Card

• Accepted alternate address proof

Academic Documents:

• 10th and 12th certificates/marksheets

• Applicable undergraduate/postgraduate marksheets and certificates

Employment Documents:

• Offer and experience letters

• Payslips

• Available bank statements

• Employment-separation documents

• EPFO service history downloaded from the EPFO member portal is mandatory for experienced candidates.

Interview Availability

Virtual hiring is conducted Monday to Saturday. Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.