About the role As a Customer Service Associate you will support customers through an international voice process for US banking and card services You will resolve enquiries provide accurate information and deliver a professional customer experience while meeting service and quality targets Key responsibilities Handle customer interactions professionally and efficiently throughout the assigned shift Meet individual and team servicelevel quality and productivity expectations Work toward key performance indicators such as customer satisfaction average handling time and overall customer experience Stay current with process product and policy updates and apply them accurately Implement coaching feedback and corrective actions to prevent repeat errors Protect customer information and follow all applicable process and compliance requirements Candidate profile Excellent spoken English listening and comprehension skills Customerfocused approach with clear sentence construction and confident communication Positive attitude strong teamwork and willingness to learn Ability to accept feedback and apply it consistently Comfortable working in a performancedriven contactcentre environment Open to all assigned shifts including nights midnights weekends and staggered schedules Education and experience Graduates minimum 1 year and generally up to 12 years of relevant contactcentre experience HSC 12thpass candidates minimum 18 months and generally up to 10 years of relevant contactcentre experience Candidates with experience beyond these ranges may be considered case by case based on education employment stability recent designation and role relevance Work expectations Work from office at Mumbai Malad Predominantly US night and midnight shifts schedules may be staggered Weekend work and sixday schedules may apply when required by operations The role involves sustained customercall handling during the productive portion of the shift Selection process HR screening Voice Accent assessment Operations interview Fasttrack consideration Graduate candidates 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 1824 months of relevant experience may be considered for direct progression to the Operations round for eligible grades Documents to keep ready Identity and address documents Aadhaar card PAN card and an accepted alternate address proof Academic documents 10th 12th and all applicable undergraduate postgraduate marksheets and certificates Employment documents offer and experience letters payslips available bank statements and employmentseparation 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 sameday processing Compensation 600 000 00 700 000 00 per year Work Location In person .
