GRATITUDE INC.

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) Must be a Graduate (HSC candidates eligible only with 18+ months BPO experience) Candidates must reside in Mumbai or Thane – outstation profiles will be rejected 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