Mega Walk-In at TCS Kolkata Hiring for Customer Service - Process Associate (Voice) on 04 Feb 2025 (Tuesday).

Job Summary:

Role : Customer Service - Process Associate (Voice)

Experience: 2 to 5 years

Job Location: Kolkata

Venue: TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135

Date: 04 FEB 2025

Timing: 10:00 AM to 12:00 AM

Eligibility:

- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates) and Non-Tech Graduates.

- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office

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Customer Service - Process Associate (Voice):

job description

:

Responsible for handling both outbound & in-bound calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues

Handle customer complaints during peak time and resolve the issues & advice the best resolution available

Responsible for prompt and accurate response to customers needs and requests

Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.

Input data and verify information as it pertains into related systems as and when required

Properly document each customer interaction in the servicing systems as defined by the process

Ensure successful customer support through resolution of back-office tasks whenever not on calls

Understanding of utilities and associated market participants

The results of the analysis can be used to design targeted marketing campaigns, for example:

- Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers

- Information: Providing timely and regular information to customers

Other examples of the applications of analyses include:

- Evaluating and improving customer satisfaction

- Risk assessment and management

- Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions.

Identify factors important to clients

Handle customer complaints

Ensure customer-based quality parameters are measured and tracked

Manage Vulnerable/Priority customer tasks/processes in the realm of the process

Ensure privacy is for the customer related information / assets

Person Specification:

Knowledge/Experience: To be able to perform the following functions:

Exceptional conversation skills

Proficient in active listening skills

Strong language skills; ability to articulate clearly and to be understood

Demonstrated ability to adapt to diverse conversational styles

Strong ownership skills

Experience in managing ownership of issues and overall customer experience

Demonstrate the ability to negotiate and properly handle objections with customers

Ability to stay current on company policies, procedures

Demonstrate ability to set proper expectations

Strong relationship building skills

Ability to relate to customers and assess needs quickly

Ability to transition from a rapport building to account specific discussion

Quick Response Time

The ability to switch to voice channel and back-office work as per process demand

Should be able to retain knowledge as per the line working on

Competencies/Skills:

Strong Communication & Analytical Skills

Strong customer service skills

Strong negotiation skills and quick understanding of customer requirements

The ability to be polite and courteous and helpful at all times

The ability to interpret the customers query and requirements

Strong ownership skills

Strong relationship building skills

Ability to work in a target oriented environment

Multi Tasking

Qualifications and Criteria:

Essential:

Graduation in any stream (Non-Tech Graduates)

Desirable:

Prior 12 24 months experience of Customer Service & Operations Management in ANZ Utilities

Candidates who can join us within 0 to 30 days will have an added advantage.

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Mandatory Requirements (How to generate your EP ID):

EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.

• Step 1: Visit ibegin.tcs.com/iBegin/
• Step 2: Click to login.
• Step 3: Click New user (Register with us).
• Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
• Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.
• Step 6: You will receive the EP ID on your personal e-mail ID.