Job Title:

Analyst/Senior AnalystLocation:

Gurugram (Sector 59)Reports to:

Team Leader / Process ManagerProcess Type : 100% Inbound – Voice

Job SummaryWe are seeking a motivated and articulate individual to handle customer interactions via voice calls. The role involves addressing customer queries, providing product/service information, resolving concerns, and ensuring a positive customer experience, while meeting defined quality and productivity standards.

Key Responsibilities:Handle 70–100 inbound customer calls per day related to banking products and servicesResolve Level 1 customer queries accurately within defined turnaround timesProvide clear information, service support, and ensure first-call resolution wherever possibleFollow all process guidelines, quality standards, and compliance requirementsMaintain high standards of attendance, productivity, and schedule adherence

Eligibility CriteriaStrong verbal communication skills with clear articulationHands-on experience managing high-volume inbound customer interactions in a contact centre environmentWillingness to work in a voice-based,



customer-facing inbound process on a daily basisStrong customer-centric attitude with a problem-solving mindsetDemonstrates patience, empathy, and active listening skills while handling customer queriesAbility to follow defined processes, scripts, and compliance guidelinesOpen to a performance-driven work culture, including productivity, quality, and adherence metricsWillingness to work in rotational shifts as per business requirementsDisplays positive behaviour, resilience, and accountability in a fast-paced environmentProven track record of good attendance and schedule adherenceComfortable receiving feedback and coaching to improve performanceShould be reliable, disciplined, and skilled at work

QualificationsMinimum: 10+2 / Graduate in any discipline.2+ years of experience in voice process/customer service.Experience in [International BPO - Voice /BFSI/e-commerce/telecom] will be an advantage.

Shift & Work EnvironmentShifts: 24/7 rotational shifts. Must be willing to work on Saturdays and Sundays as required.Week Offs: Two days off per week, which may include split week offs based on business needs.

📌 Customer Service Specialist (Mumbai)
🏢 Anaptyss
📍 Mumbai