Job Title : Customer Service Associate – International Voice

Job Description

TCS is hiring Customer Service Associates for International Voice processes in Mumbai and Pune. The role involves handling international customer interactions across Banking & Cards and Telecom Activation processes. Candidates should have strong English communication skills, international customer service experience, and the ability to effectively manage customer concerns, complaints, escalations, and service requests.

Key Responsibilities

• Handle inbound customer calls efficiently for international voice processes.

• Manage customer queries and concerns through active listening and effective questioning.

• Provide timely resolutions and strive for first-call resolution.

• Handle customer complaints and escalations professionally with appropriate follow-up.

• Communicate effectively with customers, field technicians, and internal teams.

• Identify vulnerable customers and take appropriate action or escalate concerns.

• Coordinate with relevant stakeholders to resolve complaints and track escalations through closure.

• Maintain a customer-centric approach and contribute to an improved customer experience.

• Remain calm and professional while handling challenging customers and high-pressure situations.

• Ensure compliance with applicable legal, regulatory, and process requirements.

• Contribute effectively to overall team performance.

Required Skills

1. International Voice Customer Service

2. Excellent English Communication

3. Customer Service & Complaint Handling

4. Active Listening & Problem Solving

5. Data Entry & Basic Computer Skills

Eligibility

• Graduate with 1–3 years of relevant international customer service experience in a BPS/BPO environment.

• Telecom industry experience is preferred.

• Understanding of Australian and New Zealand culture and customer expectations is desirable.

• Proficiency in Microsoft Windows and basic computer applications.

• Strong and accurate data-entry skills.

• Willingness to work rotational shifts, weekends, and voluntary overtime as per business requirements.

• Current and former TATA/TCS employees are not eligible.

• PAN and DOB are required for employee profile creation.

Good-to-Have

• Telecom domain knowledge

• Business acumen

• Understanding of ANZ market and culture

Important Eligibility: Candidates must be comfortable working in rotational shifts, including weekends and overtime based on business requirements.