Process Associate

Mega Walk-In at TCS Kolkata Hiring for Customer Service - Process Associate on 13th December 2024 (Friday).

Job Summary:

Role : Customer Service - Process Associate (Voice/Email)

Experience: 2 to 6 years

Job Location: Kolkata

Venue: TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135

Timing: 9:30 am to 11:30 am

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

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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

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

Qualifications:

Essential:

Graduation in any stream

Desirable:

Prior 12 – 24 months experience of Customer Service & Operations Management in ANZ Utilities

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Customer Service - Process Associate (Email):

Job Description:

Ensure successful customer support through resolution of back-office tasks

Understanding of utilities and associated market participants

The results of the analysis can be used to design targeted marketing campaigns, for example:

- Billing & Debt Explanation – Handle all billing/metering queries

- Retention: Retaining existing customers (antonym: customer attrition)

- 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.

Assess customer credit and debt profile

Ensure privacy is for the customer related information / assets.

Person Specification:

Knowledge/Experience: To be able to perform the following functions:

Providing excellent customer service and resolving all-in-scope exceptions at one go.

Should be able to read & comprehend customer requests & any customer system interaction notes.

High Customer yield & influence overall customer experience

Competencies/Skills:

Strong Analytical Skills

Good Listening Skills

Excellent Math Skill

Multi-Tasking

Flexible (Willingness to work in night shift)

Experience on Microsoft Office Suite

Stable profile with previous organizations

Eye for detail

Qualifications:

Essential:

Graduation in any stream

Desirable:

Prior min. 12 months experience of Customer Service & Operations Management in ANZ Utilities Industry

Overall > 2 years of experience in Service industry

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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

· 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.

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About TCS:

A global IT and business solutions leader, TCS has an employee strength of 614K with offices in 55 countries, a footprint on 6 continents and a revenue of USD 27.9 billion (2022-23). TCS offers services across varied domains such as Aerospace | BFS | Insurance & Healthcare | Life Sciences | Manufacturing | Energy & Resource Utilities | Government | Hi Tech | Media & Information Services | Telecom | Travel & Transportation and Hospitality | Retail & CPG and Horizontals such as F&A, SCM, CIM and HRO.

TCS is one of the country's largest equal opportunity employers with more than one-lakh female associates and is a continuously ranked a leader in the 'India's Most Respected Companies' survey