Job Title: Customer Service Associate - International Voice

Job Codes: Pune Voice - 410446, US Voice Mumbai - 412679

Location: Mumbai - Work From Office

Process: International Voice - Banking and Cards - US and Australia Process, Telecom Activation - International Voice

Hiring Grade: BPO Z, BPO 1, BPO 2

Salary: Up to 7 Lacs CTC for BPO 2

Eligibility and Experience:

- Graduate with 1 to 3 years of relevant experience in international customer service within a BPS or BPO environment

- Experience in the telecom industry is preferred

- Understanding of Australian and New Zealand culture and customer expectations is desirable

- Proficiency in Microsoft Windows and basic computer applications

- Strong and accurate data entry skills

- Willingness to work rotational shifts, weekends, and voluntary overtime based on business requirements

Key Responsibilities:

- Manage inbound customer calls efficiently throughout the telecom activation process

- Communicate effectively with customers, field technicians, and internal business teams

- Understand customer concerns through active listening and effective questioning

- Provide timely solutions and aim for first call resolution

- Handle customer complaints and escalations professionally with appropriate follow-up

- Identify vulnerable customers and take suitable action or escalate as required

- Collaborate with relevant stakeholders to resolve complaints and track escalations through closure

- Maintain a customer-centric approach and contribute to improving customer experience and advocacy

- Remain calm and professional while handling difficult customers and high-pressure situations

- Ensure compliance with all applicable legal, regulatory, and process requirements

- Work collaboratively as a team member and contribute to overall team performance

Must Have Competencies:

- Excellent verbal and written English communication skills

- Strong customer service orientation

- Ownership and accountability

- Active listening and problem-solving skills

- Ability to manage challenging customer interactions

Good to Have Competencies:

- Business acumen

- Telecom domain knowledge

- Understanding of the ANZ market and culture