US Voice Banking & Cards Customer Service Associate

Job Location: Mumbai / Pune

Hiring Grade: BPOZ / BPO1 / BPO2

Process: International Voice – Banking & Cards (US / Australia) and Telecom Activation
Salary: Up to ₹7 LPA (CTC)
Employment Type: Full-Time
Shift: Rotational Shifts

Job Summary

TCS is hiring International Voice Customer Service Associates for its Mumbai and Pune operations. This opportunity is ideal for candidates with international voice process experience who can deliver excellent customer service across banking, cards, and telecom activation processes.

The selected candidates will handle inbound customer calls, resolve service-related concerns, manage escalations, and ensure a positive customer experience.

Key Responsibilities

• Handle inbound international customer calls professionally and efficiently.

• Support customers with telecom activation and banking/card-related inquiries.

• Understand customer concerns through active listening and effective questioning.

• Provide accurate resolutions and maximize first-call resolution.

• Manage customer complaints and escalations with proper follow-up.

• Coordinate with internal teams, field technicians, and relevant stakeholders.

• Identify vulnerable customers and escalate concerns appropriately.

• Maintain accurate customer records and transaction details.

• Follow regulatory, compliance, and process guidelines.

• Meet quality, productivity, and customer satisfaction targets.

Eligibility & Qualifications

• Graduate in any discipline.

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

• International voice process experience is mandatory.

• Telecom industry experience is preferred.

• Good understanding of Australian and New Zealand customer expectations is an advantage.

• Excellent verbal and written English communication skills.

• Basic knowledge of Microsoft Windows and computer applications.

• Strong data-entry accuracy and problem-solving abilities.

• Willing to work rotational shifts, weekends, and voluntary overtime as required.

Must-Have Skills

• International Voice Process

• Customer Service

• English Communication

• Inbound Calling

• Complaint Management

• Active Listening

• Problem Solving

• Customer Relationship Management

Salary & Benefits

• CTC up to ₹7 LPA, depending on experience and hiring grade.

• Career opportunities with a leading global IT and business services organization.

• Exposure to international banking, cards, and telecom processes.

Apply now for exciting international voice opportunities in Mumbai and Pune!