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.