Voice customer service

TCS is hiring for a Voice customer service role in Mumbai. The role is suited for candidates with international customer service experience.

Job Codes:

* Pune Voice: 410446

* US Voice Mumbai: 412679

Role: Customer Service Associate 

Skill: International Voice 

Process:

* International Voice – Banking & Cards (US and Australia process)

* Telecom Activation – International Voice

### Eligibility and Experience

* Graduate with a 1-3 years of relevant experience in international customer service within a BPS/BPO environment.

* Experience in the telecom industry is preferred.

* Understanding of Australian and New Zealand culture and customer expectations is desirable.

* Proficiency in Microsoft Windows and basic computer applications.

* Strong and accurate data-entry skills.

* Willingness to work rotational shifts, weekends and voluntary overtime based on business requirements.

### Key Responsibilities

* Manage inbound customer calls efficiently throughout the telecom activation process.

* Communicate effectively with customers, field technicians and internal business teams.

* Understand customer concerns through active listening and effective questioning.

* Provide timely solutions and aim for first-call resolution.

* Handle customer complaints and escalations professionally, ensuring appropriate follow-up.

* Identify vulnerable customers and take suitable action or escalate their concerns as required.

* Collaborate with relevant stakeholders to resolve complaints and track escalations through closure.

* Maintain a customer-centric approach and continuously contribute to improving customer experience and advocacy.

* Remain calm and professional while handling difficult customers and high-pressure situations.

* Ensure compliance with all applicable legal, regulatory and process requirements.

* Work collaboratively as a team member and contribute to overall team performance.

### Must-Have Competencies

* Excellent verbal and written English communication skills.

* Strong customer-service orientation.

* Ownership and accountability.

* Active listening and problem-solving skills.

* Ability to manage challenging customer interactions.

### Good-to-Have Competencies

* Business acumen.

* Telecom domain knowledge.

* Understanding of the ANZ market and culture.