TCS Walk-in Drive For Process Associate
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Company Name : TCS
No Of Openings : 10
Job Role : Process Associate
Experience : 2 - 5 Years
Qualifications : Any Graduate
Job Location : Kolkata
Salary : Not Disclosed
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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
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
Customer Service - Process Associate (Voice):
Job Details:
- 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:
1.Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers
2.Information: Providing timely and regular information to customers
- Other examples of the applications of analyses include:
1.Evaluating and improving customer satisfaction
2.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.
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.
Walk-in Drive Details Here:
Interview Date : 4th Feb 2025
Interview Time : 10:00 AM to 12:00 PM
Venue Details:
Tata Consultancy Services Gitanjali Park,
Street Number 368, Action Area 2F,
New Town, West Bengal, 700135
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