Customer Service Representative

Tata Consultancy Services; Bengaluru; On-site; INR 280,000 - 420,000; Full time

Job summary

Tata Consultancy Services is seeking a Customer Support Associate at Whitefield, Bangalore. You will handle inbound customer calls and service emails, authenticate customers, and record interactions in the CRM while adhering to defined SLAs.

The role requires fluency in English and Hindi, basic BFSI knowledge, and accurate data entry (35+ WPM). You will follow security, KYC guidelines, and work in a day shift with 6 days of work and one rotational off.

Qualifications

• Fluency in English and Hindi is mandatory.
• Experience handling inbound calls and emails per SLAs.
• Knowledge of BFSI concepts and KYC guidelines.
• Typing speed 35+ wpm; data entry accuracy.
• Experience with CRM and ticketing systems.

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

Empathy & patience

Problem solving

Attention to detail

Teamwork

Resilience under pressure

Verbal communication

Tools

CRM systems

ACD/EPBX

MS Office

Job description

? Location: Client Premise, Whitefield, Bangalore

? Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM)

? Work Schedule: 6 Days Working | 1 Rotational Off

? Transportation: Not Provided

? Mandatory Requirement Fluency in English & Hindi

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