Customer Service Specialist

Anaptyss; Haryana; On-site; INR 240,000 - 400,000; Full time

Job summary

Anaptyss in Gurugram (Sector 59) is seeking an Analyst/Senior Analyst to handle customer interactions via voice calls within a 100% inbound process. You will address banking product queries, provide information, and strive for high-quality service while meeting productivity standards.

The role requires strong communication, the ability to handle 70–100 calls daily, and adherence to scripts, processes, and compliance guidelines. Rotational shifts and weekend work may be required.

Qualifications

• Strong verbal communication skills and 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.
• Should be reliable, disciplined, and professional at work.

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.

Skills

Verbal communication

Inbound call handling

Customer-centric attitude

Active listening

Problem solving

Process adherence

Quality & productivity

Shift flexibility

Reliability & professionalism

Attendance & punctuality

Coachable / feedback receptiveness

Education

12th pass / 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.