Job title :  Customer Service Associate – International Voice

Job Description : TCS is hiring for a Voice Customer Service role in Mumbai. The role is suited for candidates with 1–3 years of relevant international customer service experience within a BPS/BPO environment.The position involves handling International Voice processes for Banking & Cards (US and Australia) and Telecom Activation. The candidate will manage inbound customer calls, understand customer concerns, provide timely solutions, handle complaints and escalations, and ensure a positive customer experience.

Location : pune , mumbai 

Experience : 1–5 yrs.

Required Skills : 

• International Voice Customer Service
  
• Excellent Verbal & Written English Communication.
  
• Customer Service & Customer Handling
  
• Active Listening & Problem Solving
  
• Strong Data Entry & Basic Computer Skills
  
  

Key Responsibilities : 

• Manage inbound customer calls efficiently throughout the telecom activation process.
  
• Communicate effectively with customers, field technicians, and internal business teams.
  
• Understand customer concerns through active listening and effective questioning.
  
• Provide timely solutions and aim for first-call resolution.
  
• Handle customer complaints and escalations professionally, ensuring appropriate follow-up.
  
• Identify vulnerable customers and take suitable action or escalate their concerns as required.
  
• Collaborate with relevant stakeholders to resolve complaints and track escalations through closure.
• Maintain a customer-centric approach and contribute to improving customer experience.
  
• Remain calm and professional while handling difficult customers and high-pressure situations.
  
• Ensure compliance with applicable legal, regulatory, and process requirements.
  
• Work collaboratively as a team member and contribute to overall team performance.

Qualifications : 

• Graduate in any discipline.
  
• 1–3 years of relevant international customer service experience within a BPS/BPO environment.
  
• Experience in the telecom industry 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.
  
• Excellent verbal and written English communication skills.
  
• Strong customer-service orientation, ownership, and accountability.
  
• Willingness to work rotational shifts, weekends, and voluntary overtime based on business requirements.

Important Points :

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth (DOB) are mandatory for profile creation.