About the role

We are hiring Customer Service Associates for international voice processes in Mumbai and Pune. You will handle inbound calls for US and Australian banking and cards and telecom activation customers, resolving queries on the first call, handling complaints and escalations, and looking after vulnerable customers with care. The role suits graduates with 1 to 3 years of international customer service experience in a BPO or BPS environment. It involves rotational shifts and weekends, with a salary of up to ₹7 LPA CTC.

Key responsibilities

• Handle inbound customer calls efficiently, including the telecom activation journey
  
• Communicate clearly with customers, field technicians and internal business teams
  
• Understand customer concerns through active listening and good questioning
  
• Give timely solutions and aim for first-call resolution
  
• Handle complaints and escalations professionally, with proper follow-up through to closure
  
• Identify vulnerable customers and take suitable action or escalate their concerns
  
• Work with stakeholders to resolve complaints and track escalations
  
• Stay calm and professional with difficult customers and in high-pressure situations
  
• Follow all legal, regulatory and process requirements
  
• Contribute to a better customer experience and to team performance
  

Required qualifications and experience

• Graduate with 1 to 3 years of international customer service experience in a BPS/BPO environment
  
• Excellent spoken and written English
  
• Strong customer service orientation, ownership and accountability
  
• Active listening and problem-solving skills
  
• Ability to manage challenging customer interactions
  
• Proficiency in Microsoft Windows and basic computer applications
  
• Strong, accurate data-entry skills
  
• Willing to work rotational shifts, weekends and voluntary overtime as the business needs
  

Preferred qualifications

• Telecom industry experience and domain knowledge
  
• Understanding of Australian and New Zealand culture and customer expectations
  
• Business acumen
  

Job details

Why join

• Salary of up to ₹7 LPA
  
• Work on international banking, cards and telecom accounts
  
• Exposure to US and Australian customers
  
• Growth path to senior associate and team lead roles