International Voice Support- Banking Process

NLB Services; Dadri, Gurugram District; On-site; INR 250,000 - 350,000; Full time

Job summary

NLB Services in India is seeking an experienced inbound voice process professional to handle 70,100 daily calls related to banking products and services. You will resolve Level 1 queries with accuracy and aim for first-call resolution, while following all guidelines and compliance requirements.

The role requires strong verbal communication, a customer-centric mindset, and willingness to work in a 24/7 rotational shift environment, including weekends and variable week offs as per business needs.

Qualifications

• Minimum: 10+2 / Graduate in any discipline.
• 3+ years of experience in voice process/customer service.
• Experience in BPO/BFSI/e-commerce/telecom is advantageous.

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

Skills

Verbal communication

High-volume inbound calls

Customer service mindset

Attendance & schedule adherence

Active listening

Education

10+2 / Graduate in any discipline

Job description

Role & responsib

• 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

Preferred candidate profile

• 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.