Voice Associate - International Process US & Australia - Mumbai

Job Title: Voice Associate - International Process US & Australia - Mumbai - Banking & Telecom

Job Codes: 410446 - Pune Voice, 412679 - US Voice Mumbai

Location: Mumbai - Work From Office

Process: International Voice - Banking and Cards (US and Australia Process), Telecom Activation

Hiring Grade: BPO Z, BPO 1, BPO 2

Salary: Up to 7 Lacs CTC for BPO 2

Work Setup: Rotational Shifts Including Weekends and Voluntary Overtime

Overview:

We are hiring International Voice Associates for Telecom Activation and Banking Support in Mumbai for US and Australia processes.

Eligibility and Experience:

- Graduate with 1 to 3 years of relevant experience in International Voice / Customer Service in BPO / BPS

- Experience in Telecom industry preferred

- Understanding of Australian and New Zealand culture and customer expectations is a plus

- Proficient in Microsoft Windows and basic computer applications

- Strong and accurate data entry skills

- Willing to work in rotational shifts, weekends, and voluntary overtime as per business needs

Key Responsibilities:

- Manage inbound customer calls efficiently throughout the telecom activation process

- Communicate effectively with customers, field technicians, and internal teams

- Understand customer concerns through active listening and effective questioning

- Provide timely solutions and aim for first call resolution

- Handle complaints and escalations professionally with proper follow-up

- Identify vulnerable customers and take appropriate action or escalate as required

- Collaborate with stakeholders to resolve complaints and track escalations till closure

- Maintain a customer-centric approach and help improve customer experience

- Stay calm and professional while handling difficult customers and high-pressure situations

- Ensure compliance with legal, regulatory, and process requirements

- Work as a team player 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:

- Business acumen

- Telecom domain knowledge

- Understanding of ANZ market and culture