Customer Service Associate - US Banking &

- Card Services Company: Gratitude Inc Job Location: Mumbai, Maharashtra, India Employment Type: Full-time Experience Required: 1 - 10 years Salary: 20K60K a month Customer Service Associate US Banking &
- Card Services Location: Mumbai Malad Work Setup: Work from Office Process: International Voice US Banking &
- Card Services Shift: US Night/Midnight Shifts, including staggered schedules Experience: 110 Years Salary: 20,000 60,000 per month Employment Type: Full-time About the Role We are looking for Customer Service Associates to support customers through an international voice process for US banking and card services. The role involves handling customer enquiries, providing accurate information, resolving concerns and delivering a professional customer experience while meeting service and quality targets.

Key Responsibilities Handle customer interactions professionally and efficiently. Resolve customer enquiries and provide accurate information. Meet individual and team service-level, quality and productivity targets.

Achieve KPIs such as customer satisfaction, average handling time and overall customer experience. Stay updated with process, product and policy changes. Apply coaching feedback and corrective actions consistently.

Protect customer information and follow all process and compliance requirements. Maintain a positive and customer-focused approach throughout interactions.

Candidate Requirements

Excellent spoken English with strong listening and comprehension skills. Clear sentence construction and confident communication. Customer-focused approach with a positive attitude. Solid teamwork and willingness to learn. Ability to accept feedback and implement it effectively. Comfortable working in a performance-driven contact-centre environment. Willingness to work night/midnight shifts, weekends and staggered schedules.

Education &





Experience Graduates: 110 years of relevant contact-centre/customer service experience. HSC/12th Pass: Minimum 18 months of relevant contact-centre experience, with experience considered up to 10 years. Candidates with experience outside these ranges may be considered based on education, employment stability, recent designation and role relevance.

Work Expectations

Work from office at Malad, Mumbai . Predominantly US night and midnight shifts. Staggered schedules may apply. Weekend work and six-day working schedules may be required based on business needs. The role involves handling customer calls for a sustained portion of the shift.

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 progression to the Operations round for eligible grades. HSC/Undergraduate candidates with 1824 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

Documents Required

Identity &

- Address Proof: Aadhaar Card PAN Card Accepted alternate address proof Academic Documents: 10th marksheet/certificate 12th marksheet/certificate Undergraduate/Postgraduate marksheets and certificates, if applicable Employment Documents: Offer letter Experience letters Payslips Available bank statements Employment separation documents Mandatory for Experienced Candidates: EPFO Service History downloaded from the EPFO Member Portal Interview Availability Virtual hiring is conducted Monday to Saturday . Eligible profiles may be submitted between 11:00 AM and 5:00 PM for possible same-day processing.

Mandatory Questionnaire Questionnaire Form: Important: Filling out the questionnaire form is mandatory for all interested candidates. Candidates who do not complete the form may not be considered for the recruitment process. .

Industry

BPO / Call Center

📌 Customer Service Associate - US Banking & Card Services (Mumbai)
🏢 Gratitude
📍 Mumbai