Job Title: Customer Service Associate – International Voice (Banking & Cards)
Location: Malad / Thane, Mumbai (Only local candidates eligible)
Hiring Grades: BPOZ, BPO1, BPO2, BPO3
Salary: Up to ₹6.25 LPA
Schedule: Any shift (majority night/midnight), weekends & staggered shifts possible

About the Role

We are seeking highly motivated Customer Service Associates to handle international voice support for our Banking & Cards process. You will be responsible for delivering exceptional customer service, meeting SLAs, and maintaining top performance across KPIs such as RSAT, AHT, and customer experience.

Key Responsibilities

• Handle daily customer interactions with zero downtime.

• Consistently meet or exceed individual and team SLAs.

• Focus on KPIs like RSAT, AHT, and customer experience.

• Stay updated on process changes and implement feedback effectively.

• Promote brand value through positive and professional interactions.

• Maintain 9 hours of productive on-call time per shift.

Skills Required

• Excellent communication skills.

• Strong team player with a positive attitude.

• Ability to implement feedback effectively.

• Strong domain knowledge preferred.

• Willingness to work in night/midnight shifts and weekends.

Eligibility Criteria

• Mandatory: Minimum 1 year international voice process experience as a call center agent.

• Must currently be working as a call center agent (No Team Leaders, QA, Managers, or non-BPO professionals).

• Must be a resident of Mumbai (Malad/Thane) – Outstation candidates will be rejected.

• No rehires from TCS.

• No significant employment gaps.

Educational & Experience Requirements

• Graduate & above → 9 months to 10 years relevant contact center experience.

• HSC (12th pass) → 18 months to 10 years relevant contact center experience.

• B.E./B.Tech → 3 years relevant contact center experience.