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Role Overview

As a Customer Service Associate, you will support customers through an international voice process for US banking and card services. You will resolve enquiries, provide accurate information, and deliver a professional customer experience while meeting service and quality targets.

Key Responsibilities

Candidate Profile

Education and Experience

Work Expectations

Selection Process

HR Screening → Voice & Accent Assessment → Operations Interview

Quick-Track Consideration

Documents to Keep Ready

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.

- Handle customer interactions professionally and efficiently throughout the assigned shift.

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

- Work toward key performance indicators such as customer satisfaction, average handling time and overall customer experience.

- Stay current with process, product and policy updates and apply them accurately.

- Implement coaching feedback and corrective actions to prevent repeat errors.

- Protect customer information and follow all applicable process and compliance requirements.

- Excellent spoken English, listening and comprehension skills.

- Customer-focused approach with clear sentence construction and confident communication.

- Positive attitude, strong teamwork and willingness to learn.

- Ability to accept feedback and apply it consistently.





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

- Open to all assigned shifts, including nights, midnights, weekends and staggered schedules.

- Graduates:

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

- HSC/12th-pass candidates:

Minimum 18 months and generally up to 10 years of relevant contact-centre experience.

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

- Work Location:

Work from office at Mumbai – Malad.

- Shift:

Predominantly US night and midnight shifts; schedules may be staggered.

- Weekend work and six-day schedules may apply when required by operations.

- The role involves sustained customer-call handling during the productive portion of the shift.

- Graduate candidates 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 18–24 months of relevant experience may be considered for direct progression to the Operations round for eligible grades.

- Identity and Address Documents:

Aadhaar card, PAN card and an accepted alternate address proof.

- Academic Documents:

10th, 12th and all applicable undergraduate/postgraduate marksheets and certificates.

- Employment Documents:

Offer and experience letters, payslips, available bank statements and employment-separation documents.

- EPFO Service History:

Downloaded from the EPFO member portal; mandatory for experienced candidates.

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