Customer Service Specialist

Anaptyss; Gurugram District; On-site; INR 320,000 - 450,000; Full time

Job summary

Anaptyss in Gurugram is seeking a motivated Analyst/Senior Analyst to handle customer interactions via voice calls, addressing queries, and providing product/service information to ensure a positive customer experience.

The role requires resolving Level 1 queries with first-call resolution where possible, following all process guidelines and compliance requirements, and maintaining high attendance, productivity, and schedule adherence in a fast-paced contact center.

Qualifications

• Minimum 2+ years of voice process/customer service experience.
• Experience in International BPO - Voice/BFSI/e-commerce/telecom will be an advantage.
• Willingness to work in voice-based inbound process on a daily basis and rotational shifts.

Responsibilities

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

Skills

Verbal communication

High-volume calls

Customer service

First-call resolution

Active listening

Process adherence

Attendance reliability

Patience & empathy

Problem solving

Adaptability

Education

10+2 / Graduate

Job description

Job Title: Analyst/Senior Analyst

Location: Gurugram (Sector 59)

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 centre 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 behaviour, resilience, and accountability in a fast-paced environment
• Proven track record of good attendance and schedule adherence
• Comfortable receiving feedback and coaching to improve performanceShould 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 /BFSI/e-commerce/telecom] will be an advantage.

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.