Are you a skilled communicator with a knack for delivering exceptional customer experiences? Tata Consultancy Services (TCS) is currently hiring Customer Service Advisors [Voice] in Mumbai. This is a fantastic opportunity for individuals with 1 to 5 years of experience in customer service to join one of the leading global IT services and consulting companies.
Job Overview
- Role: Customer Service Advisor [Voice]
- Experience: 1 to 5 years
- Location: Mumbai
- Application Deadline: 5th March 2025
As a Customer Service Advisor, you will be responsible for handling inbound calls, coordinating with internal and external stakeholders, and maintaining daily trackers. This role is perfect for someone who thrives in a dynamic, fast-paced environment and enjoys interacting with customers.
Eligibility Criteria
- A minimum of 15 years of regular, full-time education (10 + 2 + 3 format, such as a Bachelor’s degree).
- Be comfortable working in rotational shifts, including split or rotational week-offs.
- The role is office-based, requiring 5 days of work from the office each week.
Key Responsibilities
As a Customer Service Advisor, your primary responsibilities will include:
- Inbound Call Management: Answering customer calls efficiently and effectively, ensuring their queries and concerns are resolved.
- Achieving SLAs: Meeting Service Level Agreements (SLAs) defined by the project and maintaining the highest standards of customer service.
- Team Coordination: Working closely with the Sales Team, Account Department, and Lodges to ensure seamless service delivery.
- Daily Reporting: Updating and maintaining internal trackers and reports regularly to reflect performance and productivity.
- Problem-Solving: Visualizing, planning, and implementing strategies to improve team productivity and efficiency.
- Team Support: Coaching and supporting team members to foster a healthy and collaborative team environment.
- Adaptability: Being flexible and proactive in meeting process or team-specific requirements.
- Stakeholder Communication: Coordinating effectively with internal and external customers to address their needs.
Skills and Competencies
- Excellent Communication: Strong verbal and written communication skills to interact effectively with customers and stakeholders.
- Interpersonal Skills: Ability to build rapport with customers, resolve conflicts, and maintain a positive attitude.
- Adaptability: Comfort with working in a 24×7 environment, including weekends and night shifts, as required by the process.
- Focus and Attention to Detail: Strong organizational skills to manage shifting priorities and meet deadlines without compromising accuracy.
- Team Player: Ability to foster a collaborative team environment while also performing independently.
- Previous Voice Experience: Preferred but not mandatory.
Additional Job Highlights
- You will be working in a 24×7 shift environment, requiring flexibility to accommodate varying shift schedules, including night shifts.
- Rotational weekly offs will be provided, with two consecutive days off that may not necessarily fall on weekends.
- Night shift allowances will be provided as per TCS policy.
Desired Candidate Profile
- Qualifications: Bachelor of Arts (or any other relevant graduate degree).
- Desired Skills: Customer focus and a strong orientation towards delivering top-notch customer service.