Customer Service Associate - US Voice (Mumbai)

About the role

Gratitude India is hiring a Customer Service Associate for its US Voice process in Mumbai. The role handles inbound customer calls during the telecom activation process, covering banking and cards (US and Australia processes) and telecom activation, under the BPO grade 2 hiring level.

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, with appropriate follow-up.
• Identify vulnerable customers and escalate their concerns as required.
• Collaborate with stakeholders to resolve complaints and track escalations until closure.
• Contribute to improving customer experience and advocacy, and stay compliant with legal, regulatory and process requirements.

Required profile

• Graduate with 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.
• Willingness to work rotational shifts, weekends and voluntary overtime based on business needs.
• Must have excellent verbal and written English, strong customer-service orientation, ownership, active listening and problem-solving skills, and ability to handle challenging customers.

Required skills

• Proficiency in Microsoft Windows and basic computer applications.
• Strong and accurate data-entry skills.
• Good-to-have: business acumen, telecom domain knowledge and understanding of the ANZ market and culture.

The salary is up to 7 lacs CTC, as it is a BPO 2 position.