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


shifts

**INTERNATIONAL VOICE EXPERIENCE FOR 1 YEAR IS REQUIRED. This is mandatory. No domestic backoffice experience is counted **
**Graduation is compulsory**
Candidate should be from Mumbai or Thane. Outstation candidates cant apply.  This is non negotiable. Reject all candidates outside Mumbai and Thane with main reasoning as currently outside Mumbai

Candidate should be working as a call Center agent and shouldnt be overqualified like Team leader, QA, manager etc. Shouldnt be working in Non BPO currently. He has to be a call Center 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 taking time per shift a day
-Self-motivated with leadership qualities

Qualification & Experience:
-Graduate and above with a minimum of 1 year and maximum 12 years of relevant experience in the contact center industry. If experience is more than 12 years, then exception will be taken on case-to-case basis considering multiple parameters to actual experience, gap, education, last designation and role managed.
-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



**PAN and DOB are required to create an employee profile in the database.**