Tata Consultancy Services | Process Associate

Mega Walk-In at TCS Kolkata Hiring for Customer Service - Process Associate on 21st December 2024 (Saturday).Job Summary:Role : Customer Service - Process Associate (Voice/Email)Experience: 2 to 6 yearsJob Location: KolkataVenue: TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135Timing: 9:30 am to 11:30 amEligibility:- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office===============================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 issuesHandle customer complaints during peak time and resolve the issues & advice the best resolution availableResponsible for prompt and accurate response to customer's needs and requestsAbility 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 requiredProperly document each customer interaction in the servicing systems as defined by the processEnsure successful customer support through resolution of back-office tasks whenever not on callsUnderstanding of utilities and associated market participantsThe 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 customersOther 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 clientsHandle customer complaintsEnsure customer-based quality parameters are measured and trackedManage Vulnerable/Priority customer tasks/processes in the realm of the processEnsure privacy is for the customer related information / assetsPerson Specification:Knowledge/Experience: To be able to perform the following functions:Exceptional conversation skillsProficient in active listening skillsStrong language skills; ability to articulate clearly and to be understoodDemonstrated ability to adapt to diverse conversational stylesStrong ownership skillsExperience in managing ownership of issues and overall customer experienceDemonstrate the ability to negotiate and properly handle objections with customersAbility to stay current on company policies, proceduresDemonstrate ability to set proper expectationsStrong relationship building skillsAbility to relate to customers and assess needs quicklyAbility to transition from a rapport building to account specific discussionQuick Response TimeThe ability to switch to voice channel and back-office work as per process demandShould be able to retain knowledge as per the line working onCompetencies/Skills:Strong Communication & Analytical SkillsStrong customer service skillsStrong negotiation skills and quick understanding of customer requirementsThe ability to be polite and courteous and helpful at all timesThe ability to interpret the customers query and requirementsStrong ownership skillsStrong relationship building skillsAbility to work in a target oriented environmentMulti TaskingQualifications:Essential:Graduation in any streamDesirable:Prior 12 - 24 months experience of Customer Service & Operations Management in ANZ Utilities===============================Customer Service - Process Associate (Email):Job Description:Ensure successful customer support through resolution of back-office tasksUnderstanding of utilities and associated market participantsThe results of the analysis can be used to design targeted marketing campaigns, for example:- Billing & Debt Explanation - Handle all billing/metering queries- Retention: Retaining existing customers (antonym: customer attrition)- Information: Providing timely and regular information to customersOther 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.Assess customer credit and debt profileEnsure privacy is for the customer related information / assets.Person Specification:Knowledge/Experience: To be able to perform the following functions:Providing excellent customer service and resolving all-in-scope exceptions at one go.Should be able to read & comprehend customer requests & any customer system interaction notes.High Customer yield & influence overall customer experienceCompetencies/Skills:Strong Analytical SkillsGood Listening SkillsExcellent Math SkillMulti-TaskingFlexible (Willingness to work in night shift)Experience on Microsoft Office SuiteStable profile with previous organizationsEye for detailQualifications:Essential:Graduation in any streamDesirable:Prior min. 12 months experience of Customer Service & Operations Management in ANZ Utilities IndustryOverall > 2 years of experience in Service industry===============================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 https://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.===============================About TCS:A global IT and business solutions leader, TCS has an employee strength of 614K with offices in 55 countries, a footprint on 6 continents and a revenue of USD 27.9 billion (2022-23). TCS offers services across varied domains such as Aerospace | BFS | Insurance & Healthcare | Life Sciences | Manufacturing | Energy & Resource Utilities | Government | Hi Tech | Media & Information Services | Telecom | Travel & Transportation and Hospitality | Retail & CPG and Horizontals such as F&A, SCM, CIM and HRO.TCS is one of the country's largest equal opportunity employers with more than one-lakh female associates and is a continuously ranked a leader in the 'India's Most Respected Companies' survey AGG