Customer Service - Process Associate (Voice)
TCS
2 - 5 years
Kolkata
Posted: 09/02/2025
Job Description
Job Description
TCS Kolkata Hiring for [Customer Service - Process Associate (Voice)]
Job Summary:
Role : Customer Service - Process Associate (Voice)
Experience: 2 to 5 years
Job Location: Kolkata
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
===============================
[Customer Service - Process Associate (Voice)]
Job Description:
- Responsible for handling both outbound & in-bound calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues
- Handle customer complaints during peak time and resolve the issues & advice the best resolution available
- Responsible for prompt and accurate response to customer’s needs and requests
- Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.
- Input data and verify information as it pertains into related systems as and when required
- Properly document each customer interaction in the servicing systems as defined by the process
- Ensure successful customer support through resolution of back-office tasks whenever not on calls
- Understanding of utilities and associated market participants
- The results of the analysis can be used to design targeted marketing campaigns, for example:
- Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers
- Information: Providing timely and regular information to customers
Other examples of the applications of analyses include:
- Evaluating and improving customer satisfaction
- Risk assessment and management
- Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions.
- Identify factors important to clients
- Handle customer complaints
- Ensure customer-based quality parameters are measured and tracked
- Manage Vulnerable/Priority customer tasks/processes in the realm of the process
- Ensure privacy is for the customer related information / assets
Knowledge/Experience:
- To be able to perform the following functions:
- Exceptional conversation skills
- Proficient in active listening skills
- Strong language skills; ability to articulate clearly and to be understood
- Demonstrated ability to adapt to diverse conversational styles
- Strong ownership skills
- Experience in managing ownership of issues and overall customer experience
- Demonstrate the ability to negotiate and properly handle objections with customers
- Ability to stay current on company policies, procedures
- Demonstrate ability to set proper expectations
- Strong relationship building skills
- Ability to relate t o customers and assess needs quickly
- Ability to transition from a rapport building to account specific discussion
- Quick Response Time
- The ability to switch to voice channel and back-office work as per process demand
- Should be able to retain knowledge as per the line working on
Competencies/Skills:
- Strong Communication & Analytical Skills
- Strong customer service skills
- Strong negotiation skills and quick understanding of customer requirements
- The ability to be polite and courteous and helpful at all times
- The ability to interpret the customers query and requirements
- Strong ownership skills
- Strong relationship building skills
- Ability to work in a target oriented environment
- Multi Tasking
Qualifications and Criteria:
Essential:
- Graduation in any stream
Desirable:
- Prior 12 – 24 months experience of Customer Service & Operations Management in ANZ Utilities
- Candidates who can join us within 0 to 30 days will have an added advantage.
===============================
Mandatory Requirements (How to generate your EP ID):
EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.
· Step 1: Visit https://ibegin.tcs.com/iBegin/
· Step 2: Click to login.
· Step 3: Click New user (Register with us).
· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.
· Step 6: You will receive the EP ID on your personal e-mail ID.
Location
Kolkata
Job Function
BUSINESS PROCESS SERVICES
Role
Executive
Job Id
348504
Desired Skills
Customer Focus | Customer Service | Voice
Desired Candidate Profile
Qualifications : BACHELOR OF ARTS
About Company
Tata Consultancy Services (TCS) is one of the largest multinational IT services and consulting companies in the world, headquartered in Mumbai, India. It operates in over 50 countries and is a part of the Tata Group, India's largest business conglomerate. TCS offers a wide range of services including software development, consulting, digital transformation, and business solutions, serving industries such as finance, healthcare, retail, and telecommunications. Known for its global reach, technological expertise, and innovation, TCS is consistently ranked among the top IT services companies globally.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).