Functional Title: Customer Service Associate

Process: International Voice – Banking & Cards

Reports To: Team Leader

Schedule: any shifts, majority being night and midnight

shifts

Location: Malad, Mumbai / Thane

Hiring Grade: BPOZ, BPO1, BPO2, BPO3

Salary: Up to 6.25 LPA

Job Responsibility:

-Handle customer interactions daily with 0 availability time

-Ensure SLAs are met consistently at the individual and team levels.

-Meet and exceed all performance thresholds.

-Focus on Key KPIs like RSAT, AHT and customer experience.

-Constantly remain abreast with new changes

-Implement feedback and corrective actions to avoid repeat

instances

Skills Required:

-Excellent Communication Skills (Prior experience in a contact centre is not mandatory)

-Strong Team Player

-Strong Domain Knowledge Preferred

-Strong feedback implementation skills

-Possesses a Positive attitude and promotes brand value.

-Ability to work in any shifts, the majority being night and midnight

shifts

**INTERNATIONAL VOICE EXPERIENCE FOR 1 YEAR IS REQUIRED. This is mandatory. No domestic back-office experience is counted **

**Graduation is compulsory**

The candidate should be from Mumbai or Thane. Outstation candidates can't apply.  This is non-negotiable. 

Candidate should be working as a call centre agent and shouldn't be overqualified like a Team leader, QA, manager etc. Shouldn't be working in Non-BPO currently. He has to be a call centre agent only currently. This is non-negotiable 

Specifications:

-Open to all available shifts, staggered shifts, working on

weekends, 6 days working if need arises.

-9 hours of productive on-call time per shift a day

-Self-motivated with leadership qualities

Qualification & Experience:

-Graduate and above with a minimum of 9 months and a maximum of 10 years of relevant experience in the contact centre industry.

- B.E. / B.Tech with 3 years of experience.

Candidates shouldn't have significant gaps in their resumes. His last experience should be in International voice process as an Agent only in Mumbai or Thane 

Interview Sequence:

HR - V&A - OPS

Fast Track Candidates: (V&A round exemption criteria)

BPO1 Grade: Any Graduate with 12 months of Experience will be exempted from V&A round and can be put to the Ops round directly