International Voice Support-Gurgaon

NLB Services; Gurugram District; On-site; INR 300,000 - 480,000; Full time

Job summary

NLB Services in Gurgaon seeks a Sr Analyst to handle inbound customer calls related to banking products and services. You will resolve Level 1 queries within defined timelines and strive for first-call resolution.

Ideal candidates have 1+ years in voice-based customer service, strong communication, and a customer-centric approach. Rotational shifts including weekends may be required, with adherence to processes and quality standards.

Qualifications

• Minimum: 10+2 / Graduate in any discipline.
• 1+ years of experience in voice process/customer service.
• Experience in BPO/BFSI/e-commerce/telecom will be an advantage.

Responsibilities

• Handle inbound customer calls 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

Customer service

Active listening

Problem solving

Time management

Education

10+2 / Graduate in any discipline

Job description

Position-Sr Analyst

Location-Gurgaon

US Shift- both Sides cab Avaialble

Role & responsibilty

• Handle 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.
• 1+ 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.