Walk-In Drive at TCS Kolkata hiring for Customer Service Process Associate!
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Things to carry for interview:
- Candidates must carry a copy of their updated resume
- It is mandatory to submit a valid copy of TCS application form during the drive
- Please carry 2 Photocopies of original Aadhar or PAN card
- Candidates must carry a passport size photo
Education:
- Minimum 15 years of regular, full-time education (10 + 2 + 3)
- Non-technical graduation
- Must have completed 15 years of regular education
Must Have Skills:
- Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice)
- Excellent written and spoken communication
- Hands-on experience in Voice, Email & Chat customer service support
- Experience handling customer enquiries, complaints, and escalations
- Strong customer handling and problem-solving skills
- Flexible to work in a 24x7 shift environment
- Open to working during weekends as per business requirements
Good To Have Skills:
- Prior experience supporting UK customers
- Experience in Utilities, Telecom, Banking, Retail, or similar industries
- Experience working in UK shift hours (BST/GMT)
- Strong coordination and interpersonal skills
- Exposure to Agile working methodology
Process Specific Responsibilities:
Customer Service Process Associate is responsible for delivering exceptional customer experience through Email and Chat support channels. The role involves handling customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations while ensuring adherence to quality, productivity, and compliance standards.
Key Responsibilities:
- Handle customer enquiries through Voice, Email, and Chat channels
- Resolve customer issues accurately and efficiently within defined timelines
- Deliver high levels of customer satisfaction and First Contact Resolution (FCR)
- Manage customer complaints and escalations with complete ownership
- Maintain accurate records of customer interactions in internal systems
- Meet quality, productivity, compliance, and customer experience targets
- Work directly with customers while adhering to project timelines and SLAs
- Follow Agile ways of working and support continuous improvement initiatives
- Collaborate with internal teams to ensure prompt issue resolution
- Ensure adherence to organizational policies and customer service standards
Education:
- Bachelor's Degree (Non-Technical Graduation)
- Minimum 15 years of regular education
Technical Skills:
- Experience in Customer Service, Contact Centre, or BPO Operations
- Knowledge of customer service processes and escalation management
- Familiarity with CRM and customer service tools
- Proficiency in MS Office applications
Soft Skills:
- Excellent English communication skills (written and verbal)
- Strong listening and questioning skills
- Customer-centric approach with strong interpersonal skills
- Analytical thinking and problem-solving ability
- Attention to detail and accuracy
- Ability to work in a fast-paced, deadline-driven environment
Preferred Qualifications:
- 1-5 years of experience in international customer service projects/processes
- Experience handling UK customers and international clients
- Prior experience in Webchat, Email Support, and Voice Processes
- Experience managing customer complaints and service recovery
- Exposure to customer satisfaction and quality metrics
