Customer Service Associate – International Voice

Gratitude Inc

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2 days ago

Customer Service Associate – International Voice

1-5 Year(s)

Pune, Mumbai

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Job Description

Key Skills

Customer Service Problem Solving International voice Process voice process skills Strong English Communication Skills

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Job title : Customer Service Associate – International Voice

Job Description : TCS is hiring for a Voice Customer Service role in Mumbai. The role is suited for candidates with 1–3 years of relevant international customer service experience within a BPS/BPO environment.The position involves handling International Voice processes for Banking & Cards (US and Australia) and Telecom Activation. The candidate will manage inbound customer calls, understand customer concerns, provide timely solutions, handle complaints and escalations, and ensure a positive customer experience.

Location : pune , mumbai

Experience : 1–5 yrs.

Required Skills :

International Voice Customer Service
Excellent Verbal & Written English Communication.
Customer Service & Customer Handling
Active Listening & Problem Solving
Strong Data Entry & Basic Computer Skills

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 contribute to improving customer experience.
Remain calm and professional while handling difficult customers and high-pressure situations.
Ensure compliance with applicable legal, regulatory, and process requirements.
Work collaboratively as a team member and contribute to overall team performance.

Qualifications :

Graduate in any discipline.
1–3 years of relevant international customer service experience 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.
Excellent verbal and written English communication skills.
Strong customer-service orientation, ownership, and accountability.
Willingness to work rotational shifts, weekends, and voluntary overtime based on business requirements.

Important Points :

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are mandatory for profile creation.

Role

Chat Support Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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