Customer Service Representative

Tata Consultancy Services; Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

Tata Consultancy Services in Bengaluru is seeking a Customer Support Executive to handle inbound customer calls and emails, authenticate customers, and resolve queries across accounts and digital banking. You will follow SLAs, maintain CRM records, and adhere to KYC guidelines.

Ideal candidates will be fluent in English and Hindi with empathy, patience, and strong problem-solving skills, plus a disciplined approach to process and security policies.

Qualifications

• Handle inbound customer calls and emails per defined SLAs.
• Authenticate customers and record interactions in CRM.
• Resolve queries on accounts, cards, payments, digital banking; escalate per SOP.
• Meet AHT, First Contact Resolution, NPS, accuracy and compliance targets.
• Follow schedule adherence and real-time instructions from RTA/WFM.
• Adhere to information security, data privacy and KYC guidelines.
• Participate in training, nesting, and periodic re-certifications.
• Basic BFSI concepts and KYC steps.

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

Fluent English

Fluent Hindi

Empathy

Patience

Problem solving

Attention to detail

Communication skills

Tools

CRM systems

ACD/EPBX

Softphone usage

Job description

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

Work Schedule: 6 Days Working | 1 Rotational Off

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

Technical Skills:

• ACD/EPBX and softphone usage; ticketing/CRM systems
• Empathy, patience, problem solving
• Attention to detail and process discipline