Customer Service Representative

2 days ago


Pune, Maharashtra, India Tata Consultancy Services Full time

At Tata Consultancy Services, we are seeking a highly skilled and dedicated Customer Service Representative to join our team as a Global Support Expert.

About the Role:

We are looking for an individual with excellent communication skills, who can provide top-notch customer service through voice calls and chat-based interactions. As a Customer Service Representative, you will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience across multiple channels.

Key Responsibilities:

  1. Customer Support (Voice & Chat):
    Handle inbound and outbound voice calls and chat interactions with customers, addressing their queries, concerns, and requests in a professional and timely manner.
    Provide clear and accurate information about products, services, policies, and procedures.
    Resolve customer issues effectively by troubleshooting, offering solutions, or escalating when necessary.
  2. Issue Resolution:
    Actively listen to customers, identify pain points, and provide efficient resolutions to enhance customer satisfaction.
    Document customer interactions, including details of the inquiry, issue, and resolution process, in the CRM system.
  3. Service Quality and Adherence:
    Maintain high-quality service standards while meeting performance metrics such as response time, customer satisfaction (CSAT), first call resolution (FCR), and adherence to schedules.
    Ensure compliance with company policies, industry regulations, and confidentiality agreements.
  4. Team Collaboration:
    Work collaboratively with team members to achieve team goals and ensure smooth escalation of issues when required.
    Participate in team meetings and contribute ideas for process improvements and customer service enhancement.

Requirements:

To be successful in this role, you should have:

  • Prior experience in customer service, BPS, or call center roles
  • Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner
  • Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems
  • Strong troubleshooting skills and ability to handle customer issues effectively and efficiently
  • Ability to handle both voice and chat interactions simultaneously while maintaining quality service
  • Flexibility to work in shifts, including weekends and holidays, if necessary
  • Prior experience in voice-based or chat-based customer support – Minimum 1 year in International Voice

Benefits:

Tata Consultancy Services offers a competitive salary of ₹12,00,000 per annum, depending on experience and qualifications, along with benefits including flexible working hours, opportunities for career growth, and a comprehensive training program. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, please apply for this exciting opportunity.

About TCS:

Tata Consultancy Services is a global IT and business solutions leader, with an employee strength of over 614K and offices in 55 countries. We offer services across various domains, including BFSI, Hi-Tech, and Manufacturing. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as one of the country's largest equal opportunity employers, with over one-lakh female associates. Join our team and be a part of our mission to drive digital transformation and improve lives.



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