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 9 LPA

Job Responsibility:

-Handle customer interactions daily with 0 availability time

-Ensure SLAs are met consistently at individual and team level.

-Meet and exceed all performance thresholds.

-Focus on Key KPI's 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 contact

center is not mandatory)

-Strong Team Player

-Strong Domain Knowledge Preferred

-Strong feedback implementation skills

-Possess Positive attitude and know to promote brand value.

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

shifts

Specifications:

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

weekends, 6 days working if need arises.

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

-Self-motivated with leadership qualities

Qualification & Experience:

-Graduate and above with minimum 9 months and maximum 10

years of relevant experience in the contact center industry.

-HSC with minimum of 18 months and maximum of 10 years

relevant experience in the contact center industry

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

Candidates shouldnt have significant gaps in the resume. His last experience should be in International voice process as 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 Ops round directly

BPOZ Grade: Any Undergraduate/HSC with 18-24 months of Experience Will be exempted from V&A round and can be put to Ops round directly