International Banking Voice Process Specialist (US Customer Support)

Location: Mumbai / Pune

Hiring Grades: BPOZ / BPO1 / BPO2

Process: International Voice – Telecom Activation / Banking & Cards
Salary Package: Up to ₹7 LPA CTC
Work Schedule: Rotational Shifts, including weekends

Job Overview

TCS is looking for experienced International Voice Support Executives to join its customer service operations in Mumbai and Pune.

Candidates will support international customers, particularly across US, Australian, and New Zealand markets, by managing telecom activation requests, addressing service concerns, and delivering efficient customer resolutions.

Roles & Responsibilities

• Manage inbound customer calls for international telecom and customer service operations.

• Assist customers throughout the telecom activation process.

• Handle service requests, activation-related concerns, and customer inquiries.

• Communicate with field technicians and internal teams to ensure timely resolutions.

• Identify customer issues and provide appropriate solutions.

• Handle difficult customer interactions and complaints professionally.

• Ensure effective complaint tracking and escalation closure.

• Recognize vulnerable customers and follow appropriate support procedures.

• Maintain accurate records and ensure data-entry quality.

• Deliver excellent customer experience while adhering to process guidelines.

Required Qualifications

• Graduate in any discipline.

• 1–3 years of experience in international voice customer support within a BPO/BPS environment.

• Prior telecom customer service experience is preferred.

• Knowledge of ANZ customer culture and expectations is desirable.

• Strong English communication and interpersonal skills.

• Good computer knowledge, including Microsoft Windows.

• Excellent listening, analytical, and problem-solving abilities.

• Ability to work in rotational shifts, weekends, and overtime when required.

Key Competencies

• International Voice Support

• Telecom Customer Service

• Customer Complaint Resolution

• Telecom Activation

• Inbound Calling

• Escalation Management

• Customer Experience Management

• Data Entry and Documentation

Compensation

Salary: Up to ₹7 LPA CTC, based on relevant experience and hiring grade.

Why Join?

• Opportunity to work with TCS.

• Exposure to international telecom and customer service operations.

• Professional development and career growth opportunities.

• Experience handling customers across international markets.

Interested candidates with international voice experience are encouraged to apply.