Customer Service Associate

17 hours ago

Mumbai Maharashtra, India GRATITUDE INC. Full time

**Customer Service Associate - International Voice (Banking & Cards Process)**

**Location**: Malad / Thane, Mumbai
**Salary**: Up to ₹9 LPA
**Shift**: Rotational (majority night & midnight shifts)
**Qualification**: Graduate (mandatory)

**About the Role**

We’re looking for passionate **Customer Service Associates** to join our **International Voice - Banking & Cards** process team. If you’re confident in communication, have prior **international voice experience**, and thrive in a fast-paced environment — this is your opportunity to grow with a leading global organization.

**Key Responsibilities**
- Handle inbound/outbound customer calls with **zero idle time**:

- Ensure all **SLA & KPI** targets (RSAT, AHT, Customer Experience) are met
- Deliver **exceptional customer service** and resolve queries efficiently
- Stay updated with new process changes and updates
- Implement feedback and corrective actions effectively
- Maintain high levels of professionalism, accuracy, and customer empathy

**Skills & Competencies**
- Excellent **verbal communication** skills
- Strong **team player** with a positive attitude
- Quick learner with effective **feedback implementation** skills
- Ability to work in **night and rotational shifts**:

- Prior exposure to **banking or cards domain** preferred

**Eligibility Criteria**

Minimum **1 year of International Voice experience** (mandatory)
Domestic/Back-office experience will not be considered
Must be **currently working as a Call Center Agent** (not TL, QA, or Manager)
**Rehires from TCS not eligible**

**Interview Process**

1️ HR Round
2️ V&A (Voice & Accent)
3️ OPS Round

**Why Join Us?**
- Competitive salary & performance incentives
- Global exposure in international banking process
- Opportunity for fast-track career growth
- Work with a dynamic and supportive leadership team

**Job Type**: Permanent

Pay: ₹75,000.00 per month

Application Question(s):

- Are you currently living in Mumbai (Malad/Thane)?
- Do you have at least 1 year of international voice process experience as a call center agent?
- Is your last job in an international voice process role?
- Are you currently working as a call center agent?
- Are you a Graduate or HSC pass with the required relevant contact center experience?
- Have you ever worked for TCS?
- Are you willing to work night/midnight shifts and weekends?
- Are you open to working 6 days a week if required?
- Do you have any employment gap longer than 3 months?

Work Location: In person

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