Customer Service Representative - Bangalore (Work from Office)

TSI - Transworld Systems Inc.; Bengaluru; On-site; INR 200,000 - 550,000; Full time

Benefits offered by this job

Transport facility

Paid training

Team-oriented environment

Growth opportunities

Medical benefits

Paid time off & holidays

5-day work week

Job summary

Transworld Systems Inc. in Bengaluru is seeking a Voice Customer Service Representative for a U.S. schedule night shift (4:00 PM – 8:00 PM IST) on a full-time, on-site basis. You will handle electric utility inquiries by phone or chat and support billing, payments, outages, and account management.

You will educate customers on credit options, energy programs, and changes, while promoting eligible products with customer consent. Strong communication and typing skills required.

Qualifications

• Bachelor’s degree preferred or undergraduate.
• Excellent English reading, writing and speaking ability.
• Good analytical and cognitive skills.
• Proficient typing while on calls.

Responsibilities

• Provide exceptional customer experience to electric utility customers via phone or chat.
• Address inquiries, concerns and requests related to electric utility services, billing, payments, outages, and account management.
• Assist customers in understanding bills, rates and consumption patterns.
• Identify customer issues and escalate out-of-scope cases as needed.
• Educate customers on credit options, energy conservation, and programs.
• Promote available products and services with explicit customer permission.
• Maintain accurate records in CRM.
• Adhere to policies and protect customer data.
• Aim for KPIs: NSAT/NPS, Offer Rate & Sales, AHT, Call Quality, attendance.

Skills

Excellent English

Analytical skills

Typing while talking

Cognitive skills

Education

Bachelor’s degree or undergraduate

Job description

Build Your Future! Come join our thriving team as a Voice Customer Service Representative! We are seeking ambitious, self‑motivated and driven people just like you for a rewarding career in the customer service arena.

Work Schedule

Full‑time, work from office. Shift: 4:00 PM – 8:00 PM IST. Night shift with days off on Saturday and Sunday. U.S. schedule – India Night shift.

Location

Transworld Systems Inc., 3rd Floor, Block 12B, Pritech Park SEZ, Survey No. 51‑64/4, Bellandur, Village, Bldg 9A Rd, Adarsh Palm Retreat, Bellandur, Bengaluru, Karnataka 560103.

Contact

Meet: HR – Nirmala
Phone: [phone]

Key Duties & Responsibilities

• Provide exceptional customer experience to electric utility customers via phone or chat channels.
• Address inquiries, concerns, and requests related to electric utility services, billing, payments, outages, and account management.
• Assist customers in understanding their electric bills, rates, and consumption patterns.
• Identify customer issues promptly, escalating out‑of‑scope cases to supervisors or other teams as needed.
• Educate customers on available credit options, energy conservation, efficiency programs, and any changes, updates, and announcements to promote best practices.
• Promote and offer available products and services to eligible customer accounts while complying with established processes for sales, ensuring explicit permission from customers.
• Maintain accurate records of customer interactions by documenting them in the client’s CRM system.
• Adhere to established policies, procedures, and quality standards, ensuring confidentiality and security of customer information.
• Strive to achieve key performance indicators (KPIs), such as NSAT/NPS scores, Offer Rate and Sales, Average Handle Time, Call Quality, and attendance and adherence to schedule.

Key Result Areas

• Make at least 95 calls a day.
• Obtain a quality score of 98% or above.

Ideal Candidate Qualifications

• Bachelor’s Degree preferred or undergraduate.
• Excellent English reading, writing, and speaking ability.
• Good analytical and cognitive skills.
• Proficient computer typing while talking over the phone.

Compensation

INR: ₹2,00,000.00 – ₹5,50,000.00 per year.

Benefits

• Transport facility.
• Paid training.
• Team‑oriented work environment.
• Growth opportunities.
• Comprehensive benefits package including medical, paid time off and paid holidays.
• Working 5 days a week.

Additional Information

After the submission of your application, you will receive an email to complete a virtual interview via our online interviewing platform/tool, “Harver”. This online interview must be completed for prompt consideration of employment applications as it takes the place of an initial phone screen.

Note: The contents of this description are not exhaustive. Duties and responsibilities may be changed, expanded, reduced, or delegated by management to meet the business needs of the company.