Customer Service Executive

Tata Consultancy Services; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Tata Consultancy Services in Bengaluru is seeking an Agent to handle inbound customer calls and emails related to BFSI services. You will authenticate customers, log interactions in CRM, and resolve queries across accounts, cards, and digital banking, while maintaining compliance and quality targets.

The role requires English and Hindi fluency with 6-day working and day shifts, emphasizing accuracy, empathy, and adherence to SOPs.

Qualifications

• Basic BFSI concepts and processes.
• Knowledge of KYC and customer verification basics.
• Familiarity with SOPs for call and email handling.
• Awareness of data privacy and security guidelines.

Responsibilities

• Handle inbound customer calls and emails per SLAs.
• Authenticate customers and log interactions in CRM.
• Resolve account, card, and digital banking queries; escalate when needed.
• Meet targets like AHT, FCR, NPS, accuracy, and compliance.
• Follow schedules and real-time instructions from RTA/WFM.
• Use templates and maintain tone as per guidelines.
• Adhere to data privacy, security, and KYC rules.

Skills

Communication

Empathy

Attention to detail

Resilience

Teamwork

Problem solving

Tools

CRM systems

MS Office

Outlook

Job description

• Role Name : Agent
• Location : Bangalore, Whitefield
• Shift Timings : 6-day working, day shift
• Mandatory Language Fluency : English & Hindi
• Transportation : No

Responsibilities:

• Handle inbound customer calls and manage service emails per defined SLAs
• Accurately authenticate customers and record interactions in CRM
• Resolve queries on accounts, cards, payments, digital banking; elevate as per SOP
• Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
• Follow schedule adherence and real-time instructions from RTA/WFM
• Tag and update case dispositions; maintain email templates and tone guidelines
• Adhere to information security, data privacy and KYC guidelines
• Participate in training, nesting, and periodic re-certifications.

Knowledge/Experience:

• Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
• Customer verification/KYC steps; awareness of compliance dos & don'ts
• Standard call/email handling SOPs; complaint & escalation handling.

Technical Skills:

• ACD/EPBX and softphone usage; ticketing/CRM systems
• MS Office (Outlook, Excel basics), email etiquette tools/templates
• Typing speed 35+ wpm; accuracy in data entry.

Competencies:

• Clear communication (English & Hindi); vernacular advantage
• Empathy, patience, problem solving
• Attention to detail and process discipline
• Resilience under volume spikes; teamwork