i
TCS
88 TCS Jobs
2-5 years
₹ 1.25 - 4.5L/yr (AmbitionBox estimate)
Kolkata
100 vacancies
Process Associate
TCS
posted 3d ago
Mega Walk-In at TCS Kolkata Hiring for Customer Service Process Associate [Voice/Blended] on 21 December 2024 (Saturday).
Venue: TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135
Job Summary:
Role : Customer Service Process Associate [Voice/Blended]
Experience: 2 to 5 years
Job Location: TCS Gitanjali Park, Kolkata
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 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
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 [NON-VOICE]:
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.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for TCS Process Associate roles with real interview advice
I admire TCS for its global reputation, innovative use of technology, strong ethical values, and excellent career growth opportunities in a diverse and inclusive work environment.
While TCS is a great organization, processes can sometimes feel slow due to its large scale, but this also ensures stability and consistency.
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