Job Description

Customer Service Executive

Full job description
WE ARE HIRING FOR GRACE STAFFING SERVICES

Job Title: Sr. Customer Service Associate (Voice Process)
Shift Timings: US Rotational Shift (Night Shift)
Days Off: 2 Rotational Offs
Transportation: Drop Facility Provided

Job Description:

Grace Staffing Services is hiring dynamic and experienced Sr. Customer Service Associates for our Shield Retentions and Customer Service Process. This role involves handling voice-based interactions with international customers regarding service-related concerns and retention efforts. You will be resolving issues, addressing complaints, and encouraging continued service engagement.

This is not just a support role, but an opportunity to retain customers and add value — unlimited performance-based incentives await top performers!

Key Responsibilities:

Handle inbound and outbound calls with international customers, focused on service queries and retention.
Address concerns related to cancellations, escalations, and service dissatisfaction.
Persuasively retain customers by offering effective solutions and delivering exceptional support.
Maintain high service standards while managing difficult conversations professionally.
Update and document customer records and interactions accurately.
Meet and exceed KPIs like retention rate, resolution time, and customer satisfaction.
Collaborate with internal teams when necessary to resolve customer issues efficiently.
Eligibility Criteria:

Education: Minimum HSC (12th Grade) or equivalent.
Experience: 0–1 year of experience in International or Domestic BPOs.
Documentation: Must have all employment-related documents (experience letters, payslips, offer letters) — mandatory.
Preferred Qualities:

Fluent verbal communication skills in English.
Strong persuasion and problem-solving skills.
Ability to stay calm and composed in high-pressure interactions.
Proficient in computer systems and fast typing speed.
Willingness to work night shifts in a US rotational pattern.
Ready to work in a voice-based process with a customer-first approach.
Why Join Us?

Be part of a high-performance international process.
Enjoy unlimited incentives based on your performance.
Avail convenient pick-up and drop facilities.
Great career growth opportunities and employment stability.
Work in a supportive team environment with regular coaching and feedback.
Apply now and take the next big step in your career with GRACE STAFFING SERVICES – SHIELD PROCESS!
Retention, Rewards, and Recognition – All in One Place!
Job Types: Full-time, Permanent

Pay: Up to ₹33,000.00 per month

Benefits:

Health insurance
Provident Fund
Schedule:

Evening shift
Night shift
Rotational shift
US shift
Education:

Bachelor’s (Preferred)
Experience:

Customer service: 1 year (Required)
Location:

Mumbai, Maharashtra (Required)
Work Location: In person