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88 TCS Jobs

Process Associate

2-5 years

₹ 1.25 - 4.5L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Kolkata

100 vacancies

Process Associate

TCS

posted 3d ago

Job Role Insights

Flexible timing

Job Description

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


===============================


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


===============================


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


===============================


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.

Employment Type: Full Time, Permanent

Read full job description

TCS Interview Questions & Tips

Prepare for TCS Process Associate roles with real interview advice

People are getting interviews at TCS through

(based on 6.1k TCS interviews)
Job Portal
Campus Placement
Company Website
Walkin
Referral
Recruitment Consultant
32%
21%
19%
8%
7%
1%
12% candidates got the interview through other sources.
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High Confidence means the data is based on a large number of responses received from the candidates.

What people at TCS are saying

3.7
 Rating based on 2.7k Process Associate reviews

Likes

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.

Dislikes

While TCS is a great organization, processes can sometimes feel slow due to its large scale, but this also ensures stability and consistency.

Read 2.7k reviews

Process Associate salary at TCS

reported by 16.4k employees
Lock Unlock
₹0.9 L/yr - ₹5.7 L/yr
At par with the average Process Associate Salary in India
View more details

What TCS employees are saying about work life

based on 84.3k employees
66%
85%
63%
84%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

TCS Benefits

Submitted by Company
Pioneering innovation for an impact.
The art of balancing
Diversity, equity, and inclusion.
Cultivating the culture of growth.
Submitted by Employees
Health Insurance
Work From Home
Cafeteria
Gymnasium
Soft Skill Training
Job Training +6 more
View more benefits

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Kolkata Office
Bengal Intelligent Park, 3rd & 4th Floor Plot A2, M2 & N2, Sector V, Salt Lake Electronics Complex, Bidhannagar Kolkata Kolkata
700 091
Kolkata Office
SDF Building, 3rd Floor, Salt Lake Electronics Complex Block EP & GP, Sector V, Kolkata Kolkata
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