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.