Job Description: Team Member – International Customer Service

Company: Tata Consultancy Services (TCS)
Location: Gurugram
Job ID: 425847
Experience: 1–5 Years
Work Mode: 100% Work From Office (WFO) – Client Location
Working Days: 5 Days a Week
Week-Offs: Rotational (Monday to Sunday)
Shift: Rotational, as per business requirements
Process: International Customer Service / Travel Support

Job Purpose

Tata Consultancy Services (TCS) is hiring experienced Team Members for an International Customer Service process in Gurugram. The role involves understanding customer complaints, coordinating with multiple departments, working across different applications, and ensuring timely issue resolution.

Candidates should have prior experience in international voice customer service or help desk operations. Airline or travel-support experience is preferred, with strong customer-service and coordination skills.

Key Responsibilities

• Understand the customer's perspective and identify the nature and details of each complaint.

• Coordinate with multiple internal teams and departments to ensure timely resolution of customer issues.

• Work across multiple applications and systems to investigate concerns and facilitate issue resolution.

• Contact customers by phone or other communication channels when additional information is required.

• Handle customer-service activities from the designated client location.

• Maintain clear and accurate documentation of complaints, actions taken, and resolution status.

• Follow up with relevant departments to ensure issues are addressed within expected timelines.

• Communicate professionally with customers and internal stakeholders.

• Report functionally in coordination with the client supervisor and TCS supervisor.

• Follow established process guidelines, service standards, and confidentiality requirements.

Eligibility Criteria

• 1–5 years of relevant customer-service experience.

• Prior experience in an international voice customer-service or help desk environment is required.

• Freshers are not eligible.

• Experience in airline, travel-support, or travel help desk operations is strongly preferred.

• Good written communication and email comprehension skills.

• Good verbal communication skills to interact with customers whenever required.

• Ability to understand customer complaints and coordinate with multiple teams.

• Comfortable working across multiple applications and systems.

• Willingness to work five days a week with rotational week-offs, including weekends.

• Must be comfortable working 100% onsite at the client location in Gurugram.

Required Skills

• International Customer Service

• International Voice Support

• Customer Complaint Handling

• Airline Customer Support

• Travel Support / Help Desk Operations

• Email Comprehension

• Written Communication

• Verbal Communication

• Customer Issue Analysis

• Cross-Functional Coordination

• Multi-Application Handling

• Problem-Solving

• Follow-Up and Resolution Management

• Customer Interaction Management

• Documentation and Reporting

• Stakeholder Coordination

Preferred Experience

• Prior airline or aviation BPO experience.

• Travel help desk or travel-support operations.

• International customer-service voice processes.

• Experience coordinating with multiple departments for customer issue resolution.

Work Requirements

• Work Mode: 100% Work From Office at the client location in Gurugram.

• Working Days: 5 days per week.

• Week-Offs: Rotational, including weekends.

• Transport: No transport facility or transport reimbursement is provided.

• Candidates must be comfortable working from the client location and following the assigned schedule.