Customer Service Representative

Tata Consultancy Services; Kolkata District; On-site; INR 250,000 - 420,000; Full time

Job summary

Tata Consultancy Services in Kolkata is hiring for a Customer Service Process Associate (Webchat / Voice Support). The role involves handling customer inquiries, complaints, and escalations across Voice, Email, and Chat channels. The candidate should be flexible for 24x7 shifts and weekend work.

Minimum 1–5 years of international customer service experience, with hands-on Email & Chat support, and strong problem-solving skills. Bachelor’s degree required.

Qualifications

• Minimum 1–5 years in international customer service operations.
• Hands-on experience in Email & Chat customer service support.
• Experience handling enquiries, complaints, and escalations.
• Strong customer handling and problem-solving skills.
• Flexible for 24x7 shifts and weekend work.

Responsibilities

• Handle inquiries via Voice, Email, and Chat.
• Resolve issues within defined timelines to ensure satisfaction.
• Achieve high First Contact Resolution (FCR).
• Own customer complaints and escalations end-to-end.
• Maintain accurate records in internal systems.
• Meet quality, productivity, and compliance targets.
• Collaborate with internal teams to resolve issues promptly.

Skills

Customer service

Email support

Chat support

Voice support

UK shift exposure

Agile awareness

Education

Bachelor's degree (Non-Technical)

15 years total education

Tools

CRM tools

MS Office

Job description

Walk-In Drive at TCS Kolkata hiring for Customer Service Process Associate!

Role: Customer Service Process Associate (Webchat / Voice Support)

Skill: Customer Service

Experience: 1 year to 5 years

Job Location: Kolkata

Shift: 24x7 shifts

Interview Date: 05th Sep 2026, Saturday

Entry Time: 10:00 AM to 12:30 PM

Things to carry for interview:

• Candidates must carry a copy of their updated resume
• It is mandatory to submit a valid copy of TCS application form during the drive
• Please carry 2 Photocopies of original Aadhar or PAN card
• Candidates must carry a passport size photo

Education:

• Minimum 15 years of regular, full-time education (10 + 2 + 3)
• Must have completed 15 years of regular education

Must Have Skills:

• Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice)
• Hands-on experience in Email & Chat customer service support
• Experience handling customer enquiries, complaints, and escalations
• Strong customer handling and problem-solving skills
• Flexible to work in a 24x7 shift environment
• Open to working during weekends as per business requirements

Good To Have Skills:

• Experience in Utilities, Telecom, Banking, Retail, or similar industries
• Experience working in UK shift hours (BST/GMT)
• Strong coordination and interpersonal skills
• Exposure to Agile working methodology

Process Specific Responsibilities:

Customer Service Process Associate is responsible for delivering exceptional customer experience through Voice, Email, and Chat support channels. The role involves handling customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations while ensuring adherence to quality, productivity, and compliance standards.

Key Responsibilities:

• Handle customer enquiries through Voice, Email, and Chat channels
• Resolve customer issues accurately and efficiently within defined timelines
• Deliver high levels of customer satisfaction and First Contact Resolution (FCR)
• Manage customer complaints and escalations with complete ownership
• Maintain accurate records of customer interactions in internal systems
• Meet quality, productivity, compliance, and customer experience targets
• Work directly with customers while adhering to project timelines and SLAs
• Follow Agile ways of working and support continuous improvement initiatives
• Collaborate with internal teams to ensure prompt issue resolution
• Ensure adherence to organizational policies and customer service standards

Education:

• ​Bachelor's Degree (Non-Technical Graduation)
• Minimum 15 years of regular education

Technical Skills:

• Experience in Customer Service, Contact Centre, or BPO Operations
• Knowledge of customer service processes and escalation management
• Familiarity with CRM and customer service tools
• Proficiency in MS Office applications

Soft Skills:

• Excellent English communication skills (written and verbal)
• Strong listening and questioning skills
• Customer-centric approach with strong interpersonal skills
• Analytical thinking and problem-solving ability
• Attention to detail and accuracy
• Ability to work in a fast-paced, deadline-driven environment

Preferred Qualifications:

• 1-5 years of experience in international customer service projects/processes
• Experience handling UK customers and international clients
• Prior experience in Webchat, Email Support, and Voice Processes
• Experience managing customer complaints and service recovery
• Exposure to customer satisfaction and quality metrics