Customer Service Representative

Mega Walk-In at TCS Pune Hiring for Customer Service - BPS Associate [Voice and Chat] on 11 Jan 2025 (Saturday). Job Summary: Role : Customer Service - BPS Associate [Voice and Chat] Experience : 1 to 5 years Job Location : Pune Venue : Tata Consultancy Services, SP2 Campus. Hinjewadi, Pune Timing : 10:00 AM to 12:00 PM Eligibility: - 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 Documents to carry : Resume, Aadhar Card and a photocopy of your Aadhar Card. =============================== Customer Service - Process Associate (Voice and Chat) Role Overview: As a BPS Associate specializing in Voice and Chat, you will be the primary point of contact for customers, providing exceptional service through both voice calls and chat-based interactions. You will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience across multiple channels. Key Responsibilities: 1 Customer Support (Voice & Chat): ◦ Handle inbound and outbound voice calls and chat interactions with customers, addressing their queries, concerns, and requests in a professional and timely manner. ◦ Provide clear and accurate information about products, services, policies, and procedures. ◦ Resolve customer issues effectively by troubleshooting, offering solutions, or escalating when necessary. 2 Issue Resolution: ◦ Actively listen to customers, identify pain points, and provide efficient resolutions to enhance customer satisfaction. ◦ Document customer interactions, including details of the inquiry, issue, and resolution process, in the CRM system. 3 Service Quality and Adherence: ◦ Maintain high-quality service standards while meeting performance metrics such as response time, customer satisfaction (CSAT), first call resolution (FCR), and adherence to schedules. ◦ Ensure compliance with company policies, industry regulations, and confidentiality agreements. 4 Team Collaboration: ◦ Work collaboratively with team members to achieve team goals and ensure smooth escalation of issues when required. ◦ Participate in team meetings and contribute ideas for process improvements and customer service enhancement. 5 Continuous Learning & Development: ◦ Stay up-to-date with product and service knowledge to provide accurate and relevant information to customers. ◦ Participate in training sessions and skill enhancement programs to improve performance and efficiency. Required Skills & Qualifications: • Education: High school diploma or equivalent; college degree is a plus. • Experience: Prior experience in customer service, BPS, or call center roles • Communication Skills: Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner. • Technical Skills: Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems. • Problem-Solving: Strong troubleshooting skills and ability to handle customer issues effectively and efficiently. • Multitasking: Ability to handle both voice and chat interactions simultaneously while maintaining quality service. • Team-Oriented: Ability to work collaboratively with team members in a fast-paced environment. • Flexibility: Willingness to work in shifts, including weekends and holidays, if necessary. Preferred Qualifications: • Prior experience in voice-based or chat-based customer support – Minimum 1 year in International Voice • Knowledge of service tools. Knowledge of MS office • Ability to speak multiple languages (preferred, depending on market requirements). Working Conditions: Full-time position with flexible shifts (may include evenings, weekends, and holidays) – No fixed shift or WO – However it will mostly start 12:30pm IST to 12:30am IST. • Working Hours – 10 (9 hours working + 1 hour break)• Weekend working - Applicable • The role may require working remotely or from the office, depending on company policy. =============================== 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 · 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 EP202XCNXXXX. · 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