Process Associate

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.

• 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.