Job Title: Voice Support Executive - US & ANZ Process - Mumbai - Banking Cards & Telecom - 7 LPA

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

Location: Mumbai, India - Work From Office

Experience: 1 to 3 Years

Band: BPO Z, BPO 1, BPO 2

Salary: Up to 7 LPA CTC for BPO 2

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

Work Setup: Onsite - Rotational Shifts Including Weekends

Eligibility and Experience:

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

- Telecom industry experience preferred

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

- Proficient in Microsoft Windows and basic computer applications

- Strong and accurate data entry skills

- Willing to work rotational shifts, weekends, and voluntary overtime as per business needs

Key Responsibilities:

- Handle inbound customer calls efficiently during the telecom activation process

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

- Understand customer concerns through active listening and effective questioning

- Provide timely solutions with focus on first call resolution

- Manage customer complaints and escalations professionally with proper follow-up

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

- Work with stakeholders to resolve complaints and track escalations till closure

- Maintain customer-centric approach and contribute to better customer experience and advocacy

- Stay calm and professional while handling difficult customers and pressure situations

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

- Collaborate as a team member and contribute to overall team performance

Must Have Competencies:

- Excellent verbal and written English communication

- Strong customer service orientation

- Ownership and accountability

- Active listening and problem-solving skills

- Ability to handle challenging customer interactions

Good to Have Competencies:

- Business acumen

- Telecom domain knowledge

- Understanding of ANZ market and culture