01Overview
Customer Service Associate International VoiceJob Title: Customer Service Associate International VoiceLocation: Mumbai MaladProcess: US Banking & Card ServicesWork Mode: Work From OfficeAbout the RoleAs 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 ResponsibilitiesHandle 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 ProfileExcellent 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 & ExperienceGraduates: 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 ExpectationsWork 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 ProcessHR Screening Voice & Accent Assessment Operations InterviewFast-Track ConsiderationGraduates with at least 12 months of relevant experience may be considered for direct Operations round.HSC/undergraduate candidates with 1824 months of relevant experience may be considered for direct Operations round.Documents RequiredAadhaar CardPAN CardAccepted alternate address proof10th and 12th certificates/marksheetsUndergraduate/postgraduate documents, where applicableOffer and experience lettersPayslipsAvailable bank statementsEmployment separation documentsEPFO service history for experienced candidates .
