Job Description

Position: Customer Service Associate – International Voice Process

Process: US Voice – Banking, Cards & Customer Support

Locations: Mumbai / Pune

Work Mode: Work from Office

Experience: 1–3 Years

Employment Type: Full-time

Eligibility and Experience

Graduate with a 1-3 years of relevant experience in international customer service within a BPS/BPO environment

Experience in the telecom industry is preferred

Understanding of Australian and New Zealand culture and customer expectations is desirable

Proficiency in Microsoft Windows and basic computer applications

Strong and accurate data-entry skills

Willingness to work rotational shifts, weekends and voluntary overtime based on business requirements

Key Responsibilities

Manage inbound customer calls efficiently throughout the telecom activation process.

Communicate effectively with customers, field technicians and internal business teams.

Understand customer concerns through active listening and effective questioning.

Provide timely solutions and aim for first-call resolution.

Handle customer complaints and escalations professionally, ensuring appropriate follow-up.

Identify vulnerable customers and take suitable action or escalate their concerns as required.

Collaborate with relevant stakeholders to resolve complaints and track escalations through closure.

Maintain a customer-centric approach and continuously contribute to improving customer experience and advocacy.

Remain calm and professional while handling difficult customers and high-pressure situations.

Ensure compliance with all applicable legal, regulatory and process requirements.

Work collaboratively as a team member and contribute to overall team performance.

Must-Have Competencies

Excellent verbal and written English communication skills

Strong customer-service orientation

Ownership and accountability

Active listening and problem-solving skills

Ability to manage challenging customer interactions

Good-to-Have Competencies

Business acumen

Telecom domain knowledge

Understanding of the ANZ market and culture