(URGENT) US Customer Experience Associate – Voice Process

Job Locations: Mumbai / Pune

Process: International Voice – Banking & Cards (US / Australia)

Additional Process: International Telecom Activation
Hiring Grade: BPOZ / BPO1 / BPO2
Experience: 1–3 Years
Salary: Up to ₹7 LPA CTC
Shift: Rotational Shifts

Job Description

TCS is hiring International Voice Customer Service Executives to support its international banking, cards, and telecom customer service operations.

The role requires professionals with strong English communication skills, international customer-handling experience, and the ability to manage customer inquiries, complaints, and escalations in a fast-paced BPO environment.

Key Responsibilities

• Handle inbound calls from international customers across US and Australian processes.

• Assist customers with banking, cards, and telecom-related service inquiries.

• Understand customer requirements and provide accurate information and solutions.

• Resolve customer complaints while maintaining professionalism and empathy.

• Ensure first-call resolution wherever possible.

• Escalate complex or sensitive customer concerns to the appropriate teams.

• Coordinate with internal stakeholders to ensure timely resolution.

• Maintain accurate customer information and call documentation.

• Follow company policies, regulatory requirements, and quality standards.

• Consistently achieve customer satisfaction, productivity, and quality targets.

Candidate Requirements

• Graduate in any discipline.

• 1–3 years of international voice customer service experience in BPO/BPS.

• Experience in international banking, cards, or telecom processes is preferred.

• Excellent spoken and written English communication.

• Strong customer service and relationship management skills.

• Good knowledge of Microsoft Windows and basic computer applications.

• Strong data-entry accuracy and multitasking skills.

• Ability to handle challenging customers and high-pressure situations.

• Flexible to work rotational shifts, weekends, and voluntary overtime.

Must-Have Competencies

• International Voice Process

• Customer Service Operations

• Banking & Cards Support

• English Communication

• Complaint and Escalation Handling

• Customer Relationship Management

• Problem Solving

• Active Listening

Good-to-Have Competencies

• Telecom Domain Knowledge

• Banking and Cards Process Exposure

• Australian / New Zealand Market Knowledge

• Business Acumen

Compensation & Career Opportunity

• Salary up to ₹7 LPA CTC.

• Hiring grades: BPOZ, BPO1, and BPO2.

• Opportunities across Mumbai and Pune.

• Opportunity to develop international customer service and financial services experience.

Join TCS and build your career in international customer service operations!