Customer Service Executive

Tata Consultancy Services Limited; Bengaluru; On-site; INR 201,000 - 268,000; Full time

Job summary

Tata Consultancy Services Limited is seeking an Agent in Bengaluru to handle inbound calls and emails, verify customers, and resolve queries in alignment with SOPs. The role requires English and Hindi fluency, adherence to security and KYC guidelines, and a 6-day shift pattern.

You'll use CRM tools, maintain accuracy in data entry, and strive for high CSAT while meeting AHT and FCR targets, under guidance from RTA/WFM. Training and nesting are part of the program.

Qualifications

• 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.

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.

Skills

Clear communication

English & Hindi

Empathy

Patience

Attention to detail

Resilience under pressure

Teamwork

Tools

CRM systems

MS Office

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