Job Description: International Voice Customer Service Associate – Telecom Activation

Job Title: Customer Service Associate – International Voice
Job Code: 410446 (Pune)
Location: Pune
Experience: 1–3 years
Hiring Grade: BPOZ / BPO1 / BPO2
Process: International Voice – Telecom Activation
Salary: Up to ₹7 LPA CTC
Shift: Rotational shifts, including weekends and overtime as required
Work Mode: As per business requirements

Job Summary

TCS is hiring International Voice Customer Service Associates to support customers through the telecom activation process. The ideal candidate should have strong English communication skills, international voice process experience, and the ability to resolve customer queries efficiently while delivering an excellent customer experience.

Key Responsibilities

• Handle inbound international customer calls related to telecom activation and service requests.

• Assist customers with activation procedures, service queries, and process-related concerns.

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

• Understand customer issues through active listening and appropriate questioning.

• Resolve queries promptly and aim for first-call resolution.

• Manage complaints and escalations professionally and ensure timely follow-up.

• Identify vulnerable customers and escalate concerns according to company procedures.

• Maintain accurate customer records and perform data entry using internal systems.

• Follow applicable policies, regulatory requirements, and quality standards.

• Contribute to customer satisfaction, service quality, and overall team performance.

Eligibility Criteria

• Graduate in any discipline.

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

• Telecom industry experience is preferred.

• Knowledge of Australian and New Zealand customer expectations is an advantage.

• Proficiency in Microsoft Windows and basic computer applications.

• Strong data-entry accuracy and attention to detail.

• Willingness to work rotational shifts, weekends, and overtime when required.

Required Skills

• Excellent spoken and written English.

• International voice process experience.

• Customer service and complaint handling.

• Active listening and problem-solving.

• Telecom activation or telecom customer support knowledge.

• Customer relationship management and escalation handling.

• Ownership, accountability, and teamwork.

Ideal Candidate

A customer-focused professional who can handle international calls confidently, resolve telecom-related concerns, remain calm under pressure, and deliver a positive customer experience.