Customer Service Executive

2 weeks ago

Mumbai Maharashtra, India Grace Staffing Services Full time

**WE ARE HIRING FOR GRACE STAFFING SERVICES**

**Job Title**: Sr. Customer Service Associate (Voice Process)
**Shift Timings**: US Rotational Shift (Night Shift)
**Days Off**: 2 Rotational Offs
**Transportation**: Drop Facility Provided

Grace Staffing Services is hiring dynamic and experienced **Sr. Customer Service Associates** for our **Shield Retentions and Customer Service Process**. This role involves handling voice-based interactions with international customers regarding service-related concerns and retention efforts. You will be resolving issues, addressing complaints, and encouraging continued service engagement.

This is **not just a support role**, but an opportunity to retain customers and add value — **unlimited performance-based incentives await top performers**

**Key Responsibilities**:

- Handle **inbound and outbound calls** with international customers, focused on **service queries and retention**.
- Address concerns related to **cancellations, escalations, and service dissatisfaction**.
- Persuasively retain customers by offering effective solutions and delivering exceptional support.
- Maintain high service standards while managing **difficult conversations professionally**.
- Update and document customer records and interactions accurately.
- Meet and exceed KPIs like **retention rate, resolution time, and customer satisfaction**.
- Collaborate with internal teams when necessary to resolve customer issues efficiently.

**Eligibility Criteria**:

- **Education**: Minimum HSC (12th Grade) or equivalent.
- **Experience**: 0-1 year of experience in International or Domestic BPOs.
- **Documentation**: Must have all employment-related documents (experience letters, payslips, offer letters) — **mandatory**.

**Preferred Qualities**:

- Fluent **verbal communication skills in English**.
- Strong **persuasion and problem-solving skills**.
- Ability to stay calm and composed in high-pressure interactions.
- Proficient in computer systems and **fast typing speed**.
- Willingness to work **night shifts in a US rotational pattern**.
- Ready to work in a **voice-based process** with a customer-first approach.

**Why Join Us?**
- Be part of a **high-performance international process**.
- Enjoy **unlimited incentives** based on your performance.
- Avail **convenient pick-up and drop** facilities.
- Great **career growth opportunities** and employment stability.
- Work in a **supportive team environment** with regular coaching and feedback.
- **Retention, Rewards, and Recognition - All in One Place**

**Job Types**: Full-time, Permanent

Pay: Up to ₹33,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Evening shift
- Night shift
- Rotational shift
- US shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 1 year (required)

**Location**:

- Mumbai, Maharashtra (required)

Work Location: In person

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