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 service-level, 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.

Customer-focused 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 performance-driven contact-centre 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 contact-centre experience.

HSC/12th-pass candidates: minimum 18 months and generally up to 10 years of relevant contact-centre 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 six-day schedules may apply when required by operations.

The role involves sustained customer-call handling during the productive portion of the shift.

Selection process

HR screening > Voice & Accent assessment > Operations interview

Fast-track 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 18-24 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 employment-separation documents.

EPFO service history downloaded from the EPFO member portal is mandatory for experienced candidates.