Customer Service Associate – International Voice

Job Title: Customer Service Associate – International Voice
Location: Mumbai – Malad
Process: US Banking & Card Services
Work Mode: Work From Office

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 handle customer enquiries, provide accurate information, resolve issues, and deliver a professional customer experience while meeting service and quality targets.

Key Responsibilities

- Handle customer interactions professionally and efficiently.

- Resolve customer enquiries related to US banking and card services.

- Meet individual and team service-level, quality, and productivity targets.

- Achieve KPIs including customer satisfaction, average handling time, and overall customer experience.

- Stay updated on process, product, and policy changes.

- Apply coaching feedback and corrective actions consistently.

- Protect customer information and follow compliance requirements.

- Maintain high-quality customer interactions throughout the assigned shift.

Candidate Profile

- Excellent spoken English, listening, and comprehension skills.

- Clear sentence construction and confident communication.

- Customer-focused approach.

- Positive attitude and robust teamwork skills.

- Willingness to learn and accept feedback.

- Comfortable working in a performance-driven contact-centre environment.





- Willing to work nights, midnights, weekends, and staggered schedules.

Education & Experience

Graduates: Minimum 1 year and generally up to 12 years of relevant contact-centre experience.

HSC/12th Pass: Minimum 18 months and generally up to 10 years of relevant contact-centre experience.

Candidates exceeding these ranges may be considered case by case based on education, employment stability, recent designation, and role relevance.

Work Expectations

- Work From Office – Mumbai, Malad.

- Predominantly US night and midnight shifts.

- Staggered schedules may apply.

- Weekend work and six-day schedules may be required.

- Role involves sustained customer-call handling.

Selection Process

HR Screening → Voice & Accent Assessment → Operations Interview

Fast-Track Consideration

- Graduates with at least 12 months of relevant experience may be considered for direct Operations round.

- HSC/undergraduate candidates with 18–24 months of relevant experience may be considered for direct Operations round.

Documents Required

- Aadhaar Card

- PAN Card

- Accepted alternate address proof

- 10th and 12th certificates/marksheets

- Undergraduate/postgraduate documents, where applicable

- Offer and experience letters

- Payslips

- Available bank statements

- Employment separation documents

- EPFO service history for experienced candidates

📌 Customer Service Associate (U.S ) Mumbai
🏢 Gratitude
📍 Mumbai