Customer Care Service

**JOB DESCRIPTION ASSOCIATE CUSTOMER SUPPORT (INTERNATIONAL VOICE)**

Location: Noida

**Key Responsibilities**

1. Manage inbound calls and issue acknowledgements promptly.

2. Provide accurate resolutions for customer queries related to:

* Billing

* Shipment/Product tracking

* Refunds

* Profile or account management

* Dispute handling

* Change of plan or shipment

* Loyalty/points management

* Damaged delivery complaints

3. Maintain customer-centricity and ensure a high standard of service.

4. Apply logical reasoning and decision-making skills to resolve issues.

5. Document customer interactions and update internal systems accurately.

6. Achieve performance metrics aligned with quality and productivity goals.

**Eligibility Criteria**

**Education**

* Undergraduates can apply

* Preference for graduates

**Experience**

* Mix of 30% experienced candidates and 70% freshers as per process requirement

**Age**

* Between 20 to 40 years

**Skill Requirements**

**Communication Skills**

* Excellent English verbal fluency (B2 level)

* Ability to converse comfortably with US/UK customers

* Strong thinking and articulation capability

**Cognitive & Behavioral Skills**

* Logical reasoning, probing, comprehension, decision-making

* Customer empathy and problem-solving mindset

* Ability to work under pressure with self-motivation

**Technical Skills**

* Basic computer proficiency

* MS Office (Word, Excel, PowerPoint)

* Knowledge of updated operating systems

* Typing speed: 25 WPM with 85% accuracy

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**Work Environment & Shifts**

* 24x7 rotational shifts

* Mandatory night shift flexibility

* 5 days working

* 2 split weekly offs

* Work location: Noida

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**Assessment & Selection Process**

1. **TA/RMG Screening** (as per JD criteria)

2. **Aptitude & Customer Centricity Test** (80%+ threshold)

3. **Typing Test** (25 WPM with 85% accuracy)

4. **Versant Test** B2 level + Internal Voice Assessment

5. **Operations Round**

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**Compensation Structure**

**Salary Grid (U1)**

* 06 Months: 3 LPA

* 612 Months: 3.5 LPA

* 1218 Months: 3.75 LPA

**U2**

* To be determined

**Shift Allowance**

* Standard rate: INR 50 per night shift