Customer Contact Representative

Job Title: Analyst/Senior Analyst

Location: Noida (Sector 63) -

Reports to: Team Leader / Process Manager

Process Type : 100% Inbound – Voice

Job Summary

We are seeking a motivated and articulate individual to handle customer interactions via voice calls. The role involves addressing customer queries, providing product/service information, resolving concerns, and ensuring a positive customer experience, while meeting defined quality and productivity standards.

Key Responsibilities:

• Handle 70–100 inbound customer calls per day related to banking products and services
• Resolve Level 1 customer queries accurately within defined turnaround times
• Provide clear information, service support, and ensure first-call resolution wherever possible
• Follow all process guidelines, quality standards, and compliance requirements
• Maintain high standards of attendance, productivity, and schedule adherence

Eligibility Criteria

• Strong verbal communication skills with clear articulation
• Hands-on experience managing high-volume inbound customer interactions in a contact center environment
• Willingness to work in a voice-based, customer-facing inbound process on a daily basis
• Strong customer-centric attitude with a problem-solving mindset
• Demonstrates patience, empathy, and active listening skills while handling customer queries
• Ability to follow defined processes, scripts, and compliance guidelines
• Open to a performance-driven work culture, including productivity, quality, and adherence metrics
• Willingness to work in rotational shifts as per business requirements
• Displays positive behavior, resilience, and accountability in a fast-paced environment
• Proven track record of good attendance and schedule adherence
• Comfortable receiving feedback and coaching to improve performance
• Should be reliable, disciplined, and professional at work

Qualifications

• Minimum: 10+2 / Graduate in any discipline.
• 2+ years of experience in voice process/customer service.
• Experience in (International BPO - Voice Process /BFSI/) will be an advantage. Else min 2 Years of experience of any international voice process we consider Basis C1 level communication skills.

Shift & Work Environment

• Shifts: 24/7 rotational shifts. Must be willing to work on Saturdays and Sundays as required.
• Week Offs: Two days off per week, which may include split week offs based on business needs.