Customer Service Associate – International Voice

Location: Mumbai
Experience: 1–3 Years
Hiring Grade: BPOZ / BPO1 / BPO2
Salary: Up to ₹7 LPA CTC
Process: International Voice – Banking & Cards (US & Australia) / Telecom Activation – International Voice
Job Codes: Pune Voice – 410446 | US Voice Mumbai – 412679

Job Overview

We are hiring Customer Service Associates for an International Voice process supporting customers across Banking & Cards and Telecom Activation. The role requires strong English communication, customer-service skills, problem-solving ability, and the flexibility to work rotational shifts.

Eligibility & Experience

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

• Telecom industry experience 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

• Handle 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 and accurate solutions while aiming for First Call Resolution (FCR).

• Handle customer complaints and escalations professionally.

• Identify vulnerable customers and take appropriate action or escalate concerns when required.

• Collaborate with relevant stakeholders to resolve complaints and track escalations through closure.

• Maintain a customer-centric approach and contribute to improving customer experience.

• Remain calm and professional while handling difficult customers and high-pressure situations.

• Ensure compliance with applicable legal, regulatory, and process requirements.

• Work collaboratively with team members and contribute to overall team performance.

Must-Have Competencies

• Excellent verbal and written English communication.

• Strong customer-service orientation.

• Ownership and accountability.

• Active listening and problem-solving skills.

• Ability to manage challenging customer interactions.

• Strong customer handling and conflict-resolution skills.

Good-to-Have Competencies

• Business acumen.

• Telecom domain knowledge.

• Understanding of the Australian and New Zealand (ANZ) market and culture.

• International customer-service experience.

Shift & Work Requirements

• Rotational shifts, including night shifts.

• Weekend working as per business requirements.

• Voluntary overtime may be required based on business needs.

Eligibility

• Salary: Up to ₹7 LPA CTC for eligible BPO2 candidates.

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth are required for profile creation.