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:
- 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.
Tips for Attending Walk-In Interviews
Walk-in interviews are a golden opportunity for jobseekers to secure a job without the long wait of traditional interview processes. However, with many candidates competing for the same position, it's crucial to make a strong and positive impression. Here are some valuable tips to help you stand out and succeed in your next walk-in interview.
1. Do Your Homework
Even though walk-ins are often spontaneous, take time to research the company, its services, and the role you're applying for. This shows your genuine interest and helps you tailor your responses effectively.
2. Dress Professionally
Your appearance matters. Wear neat, formal attire that suits the job role. Clean shoes, groomed hair, and minimal accessories reflect your seriousness and professionalism.
3. Carry All Necessary Documents
- Updated Resume (Multiple Copies)
- Passport Size Photographs
- Educational Certificates
- Experience Letters (if any)
- Valid ID Proof
4. Be Punctual
Arriving early gives you time to settle in, observe the environment, and be mentally prepared. It also shows that you value the interviewer’s time.
5. Practice Your Pitch
Prepare a short and effective self-introduction. Be clear about your skills, career goals, and how you can add value to the company.
6. Stay Confident & Courteous
Maintain eye contact, offer a firm handshake, and listen actively. Confidence, without arrogance, creates a positive impression.
7. Follow Up
If you’re given a business card or email, don’t forget to send a thank-you message. It reflects professionalism and interest in the role.
By following these simple yet powerful tips, you can improve your chances of converting walk-in interviews into job offers. Good luck on your career journey!
