Process associate

4 days ago

Kolkata, India Tata Consultancy Services Full time
Mega Walk-In at TCS Kolkata Hiring for Customer Service - Process Associate on 21st December 2024 (Saturday).
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 2 F, 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
===============================
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
===============================
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
===============================
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 Begin/
· 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 EP2024 CNXXXX.
· Step 6: You will receive the EP ID on your personal e-mail ID.
===============================
About TCS:
A global IT and business solutions leader, TCS has an employee strength of 614 K 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

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