International Voice - Senior Analyst

NLB Services; Dadri; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Pickup and drop facilities

Performance Linked Incentive up to ₹1.

PLI up to ₹1.20 LPA

Job summary

NLB Services is seeking a motivated voice process associate to handle inbound customer calls for banking products and services. The role focuses on resolving Level 1 queries while maintaining quality standards and first-call resolution where possible.

Applicants should have at least 3 years of experience in voice-based customer service, prefer BPO/BFSI/e-commerce sectors, and be willing to work in 24/7 rotational shifts with Saturday/Sunday work as required.

Qualifications

• Must have 10+2 or graduate in any discipline.
• 3+ years of experience in voice process/customer service.
• Experience in BPO/BFSI/e-commerce/telecom is advantageous.

Responsibilities

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

Skills

Verbal communication

High-volume calls

Customer-focused

Active listening

Adherence to scripts

Shift flexibility

Education

10+2 / Graduate

Job description

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 70100 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 performance Should be reliable, disciplined, and professional at work

Qualifications

Minimum: 10+2 / Graduate in any discipline. 3+ years of experience in voice process/customer service. Experience in [BPO/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.

Shift , Work Environment and Variable Pay

This is strictly an Inbound Calling Role and not a specialist/escalation role. Pick-up and drop facilities are available from designated nodal points only, which may be up to 3 km away. PLI Performance Linked Incentive up to 1.20 LPA and that will be given in the production phase and not in Training or OJT (On Job training) phase. PLI is subject to Operational Metrics, Performance, Attendance, Schedule Adherence and Shrinkage.