Walk-in | Customer Service Executive

Tata Consultancy Services; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Tata Consultancy Services is seeking a Banking Customer Service professional for our Bangalore location. The role involves handling inbound calls and emails, resolving queries related to accounts, cards, payments and digital banking, and ensuring compliance with KYC and data security guidelines.

You will authenticate customers, document interactions in CRM, and strive to meet KPIs such as AHT, FCR and NPS while adhering to schedules.

Qualifications

• Language fluency required: English, Hindi, and regional language.
• Experience in customer support in banking domain is desirable.

Responsibilities

• Handle inbound customer calls and service emails, resolving queries related to accounts, cards, payments and digital banking.
• Authenticate customers and document interactions in CRM, update case dispositions and maintain records.
• Achieve KPIs including AHT, FCR, NPS, accuracy, compliance and schedule adherence.
• Follow KYC, information security, data privacy guidelines and comply with SOPs and quality requirements.
• Utilize CRM, ticketing, softphone and email management tools, and participate in training and process improvement initiatives.

Skills

English

Hindi

Regional language

Tools

CRM

Ticketing systems

Softphone

Email management tools

Job description

1. Process - Domestic Banking Customer Service

2.Work Location - Bangalore, Whitefield (Client premise)

3. Work Timings - Any 9 hour shift between 8am - 8pm; 1 rotational off

4. Transportation - No

5. Language Fluency required - English + Hindi +regional language

6. Roles & Responsibilities:

• Customer Support & Query Resolution
  Handle inbound customer calls and service emails, resolve queries related to accounts, cards, payments, and digital banking, and elevate issues as per defined procedures.
  
• Customer Verification & Case Management
  Accurately authenticate customers, document interactions in CRM systems, update case dispositions, and maintain proper records.
  
• Service Excellence & KPI Adherence
  Achieve key performance metrics including AHT, First Contact Resolution (FCR), NPS, accuracy, compliance, and schedule adherence.
  
• Process Compliance & Data Security
  Follow KYC, information security, data privacy guidelines, and adhere to all operational SOPs, compliance standards, and quality requirements.
  
• System Usage & Continuous Learning
  Utilize CRM, ticketing, softphone, and email management tools effectively while participating in training, certification programs, and process improvement initiatives.