Customer Service Associate – International Voice

Location: Mumbai / Pune
Job Codes:

Hiring Grade: BPOZ / BPO1 / BPO2

Process: International Voice – Banking & Cards / Telecom Activation
Experience: 1–3 years

Process Type: International Voice

Shift: Rotational shifts, including weekends and voluntary overtime as per business requirements

Job Summary

TCS is hiring Customer Service Associates for International Voice processes supporting Banking & Cards and Telecom Activation. The role requires candidates with international customer service experience and strong English communication skills.

Key Responsibilities

• Handle inbound international customer calls efficiently.

• Provide timely solutions and strive for first-call resolution.

• Understand customer concerns through active listening and effective questioning.

• Communicate effectively with customers, field technicians and internal teams.

• Handle customer complaints, escalations and follow-ups professionally.

• Identify vulnerable customers and take appropriate action or escalate concerns.

• Coordinate with relevant stakeholders to resolve complaints and track escalations until 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.

• Maintain accurate customer information and perform data-entry activities.

• Work collaboratively with the team and contribute to overall business performance.

Eligibility & Experience

• Graduate with 1–3 years of relevant International Customer Service experience in a BPS/BPO environment.

• International Voice experience is mandatory.

• Telecom industry experience is preferred.

• Knowledge of Australian and New Zealand customer culture and expectations is desirable.

• Good knowledge of Microsoft Windows and basic computer applications.

• Strong and accurate data-entry skills.

• Excellent verbal and written English communication skills.

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

Must-Have Competencies

• International Voice Process

• Excellent English Communication

• Customer Service

• Active Listening

• Problem Solving

• Complaint Handling

• Escalation Management

• Ownership and Accountability

• Ability to handle difficult customers

Good-to-Have Competencies

• Telecom Domain Knowledge

• Business Acumen

• ANZ Market Knowledge

• Australian/New Zealand Customer Handling