Company Name: TCS
Job Role: Customer Service – Process Associate
Experience: 2 – 5 Years
Qualification: Any Graduate
Job Type: Full Time
Job Location: Kolkata
Salary: Best in Industry
Job Description:
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- 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 customers 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
Person Specification:
- 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 to 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
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates) and Non-Tech Graduates.
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
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.
Walk-in Details:
Walk-in Date: 4th February 2025
Time: 10.00 AM – 12.00 PM
Interview Address:
TATA CONSULTANCY SERVICES,
Gitanjali Park,
Street Number 368,
Action Area 2F, New Town,
Kolkata, West Bengal, 700135.
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