Customer Care Agent

Job Title: Customer Care Agent

Skills: Communication - Information Process Enabler

Department: Telco Account

Location (city): Mumbai Thane Olympus - TCS

Experience Required: 0-2 years

Australian shift - 2am to 11am IST - Cab available only for pickup (No drop)

Business group, Business/Functional unit: CBO EGG

Reports to: Operations Team Lead

Job family: Operations

Recommend Job Band: Level Z / 1 / 2

Immediate Joiners preferred. Candidate should be willing to join in third party payroll C2H and then move to TCS payroll after BGV clearance

Job Summary

Care Agents takes calls or process chats from customers who expect answers and resolutions addressing any concerns the latter might have. Care Agents may be assigned inbound and outbound calls to and from customers or may be assigned to use digital platforms to engage with customers via chats or instant messaging.

Key Accountabilities

Depending on the Line of Business the agent is certified to take calls, he/she should:

1. Advise the customer that he/she can assist the customer and confirm if that is his/her only enquiry for the day.

2. Ask effective/probing questions.

3. Always follow the BPP (Best Practice Procedures) and Kit

4. Refer to the Care & Resolutions Decision Matrix on every call.

5. Transfer the customer to next level support (Resolutions Team) as needed.

6. Look for the opportunity on every call to sell and own the call resolution.

Required Competencies

The following are the required skills of an agent:

1. Customer Service skills

2. Communication skills

3. Sales skills- For Cross Sell on calls

Need to demonstrate the below skills

1. Strong verbal and written communication skills

2. Demonstrate a proven ability to exercise initiative and consider all angles when resolving a problem

3. Can grasp new concepts quickly and efficiently.

4. A champion of sharing knowledge with others and working collaboratively towards a common goal

5. Strong interpersonal skills including an ability to empathise with people.

6. Can understand, communicate with, and respond to the needs of a culturally diverse population.

7. Demonstrate self-awareness through seeking to understand your opportunities for growth through learning.

8. Have a sense of urgency with proven ability to prioritise tasks, allocating time and resources effectively to achieve best results

9. Demonstrate resilience when faced with challenging situations

Education and Experience

An agent must have below educational background and experience:

1. Graduate of any course

2. Preferred but not required:

a. Telco experience as CSR/agent for a minimum of 6 months

3. No fraudulent/grievance report from previous organization/company