International Voice Process 

TCS is hiring for an International Voice Process role in Hyderabad. Candidates with strong international customer support experience, excellent communication skills, and exposure to customer handling in a voice environment are encouraged to apply.

Location

Hyderabad

Salary

Up to ₹7 LPA

Experience Required

• International Voice Process experience is mandatory

• Experience in customer service, technical support, cross-selling, or upselling preferred

Notice Period

Immediate joiners only

Education

• Graduation is mandatory

• Undergraduates can be considered only if they have 18 months of relevant experience

Key Responsibilities

Customer Support & Resolution

• Handle customer queries efficiently and aim for First Call Resolution (FCR)

• Deliver excellent customer experiences across voice and chat channels

• Resolve customer issues related to subscriptions, billing, cancellations, refunds, and invoices

• Assist customers with account access, password recovery, verification, and login issues

Technical Support

• Support application download, installation, activation, and device-related issues

• Assist users across Windows, iOS, Android, and MacOS platforms

• Troubleshoot technical issues using available tools, guides, and diagnostic skills

Sales & Customer Retention

• Identify opportunities for cross-sell and upsell

• Recommend relevant plans, upgrades, add-ons, and complementary products

• Engage in consultative conversations aligned with customer needs

Case Management & Documentation

• Maintain accurate records of customer interactions in CRM tools

• Follow up on open cases within defined timelines

• Report recurring issues, customer feedback, and product trends to internal teams

Required Skills

Communication Skills (Must Have)

• Excellent verbal and written English communication

• English proficiency should be B2 or higher (CEFR framework)
  (C1 preferred)

• Strong listening, empathy, and customer-handling skills

• Ability to explain technical information clearly and professionally

• Comfortable handling escalations and challenging customer interactions

Technical Skills (Good to Have)

• Knowledge of SaaS/software product support

• Experience troubleshooting Windows, iOS, Android, and MacOS environments

• Understanding of software subscriptions, licensing, and account management

Problem Solving & Customer Handling

• Strong analytical and troubleshooting skills

• Ability to identify root causes through effective questioning

• Experience in customer retention, upselling, or cross-selling preferred

Shift Requirement

• Candidates should be comfortable working in rotational shifts including night shifts

• This requirement is non-negotiable

Mandatory Requirements

• Graduate candidate

• International voice experience is mandatory

• Excellent English communication skills

• Immediate joiner

• Comfortable with Hyderabad work location

• Salary expectation within ₹7 LPA

Questionnaire Form

Please fill out the questionnaire form using the link below:

https://myglit.com/lateral/cref/6c73c2a065

Note: Filling out this form is mandatory for further process and profile consideration.