Customer Service Associate

Mega Walk-In at TCS Pune Hiring for Customer Service - BPS Associate [Voice and Chat] on 11 Jan 2025 (Saturday).

Job Summary:
Role : Customer Service - BPS Associate [Voice and Chat]
Experience : 1 to 5 years
Job Location : Pune

Venue : Tata Consultancy Services, SP2 Campus. Hinjewadi, Pune
Timing : 10:00 AM to 12:00 PM

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

Documents to carry : Resume, Aadhar Card and a photocopy of your Aadhar Card.

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Customer Service - Process Associate (Voice and Chat)

Role Overview:
As a BPS Associate specializing in Voice and Chat, you will be the primary point of contact for customers, providing exceptional service through both voice calls and chat-based interactions. 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.

5 Continuous Learning & Development:
◦ Stay up-to-date with product and service knowledge to provide accurate and relevant information to customers.
◦ Participate in training sessions and skill enhancement programs to improve performance and efficiency.

Required Skills & Qualifications:
• Education: High school diploma or equivalent; college degree is a plus.
• Experience: Prior experience in customer service, BPS, or call center roles
• Communication Skills: Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner.
• Technical Skills: Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems.
• Problem-Solving: Strong troubleshooting skills and ability to handle customer issues effectively and efficiently.
• Multitasking: Ability to handle both voice and chat interactions simultaneously while maintaining quality service.
• Team-Oriented: Ability to work collaboratively with team members in a fast-paced environment.
• Flexibility: Willingness to work in shifts, including weekends and holidays, if necessary.

Preferred Qualifications:
• Prior experience in voice-based or chat-based customer support Minimum 1 year in International Voice
• Knowledge of service tools. Knowledge of MS office
• Ability to speak multiple languages (preferred, depending on market requirements).

Working Conditions:
Full-time position with flexible shifts (may include evenings, weekends, and holidays) No fixed shift or WO However it will mostly start 12:30pm IST to 12:30am IST.
• Working Hours 10 (9 hours working + 1 hour break)
• Weekend working - Applicable
• The role may require working remotely or from the office, depending on company policy.

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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 EP202XCNXXXX.
• Step 6: You will receive the EP ID on your personal e-mail ID.