Customer Service Voice

Role : Customer Service (Voice)

Location : Kolkata

Experience : 1 to 5 years

Shift Timings : Mon to Sun, 24x7 – 5 Days working; Rotational Shifts and Week offs. Should be open to work on any shifts (Night Shifts) as per business and client requirements.

Eligibility :

- Minimum 15 years of regular, full-time education (10 + 2 + 3 Non-Tech Bachelors / Non-Tech Graduates )

- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office

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Looking for a dynamic and articulate individual to join our Customer Service team as a Voice Profile specialist, to deliver exceptional customer support through clear and effective communication. Associates will be expected to handle inquiries, resolve complaints (if any) and enhance customer satisfaction while upholding the company's values and standards.

1. Respond to customer inquiries via phone, providing accurate and timely information

2. Identify and resolve customer issues efficiently, ensuring first call resolution

3. Maintain empathetic tone during all interactions

4. Communicate with a neutral or UK specific accent to ensure clarity and understanding

5. Record and update customer information accurately in the CRM

6. Adhere to company protocols, policies & scripts while delivering personalised service

7. Handle high call volumes and multitask effectively in a asst paced environment

8. Escalate company issues to appropriate teams when necessary

9. Provide feedback and suggestions to improve customer service processes

Prior experience in voice-based roles, preferably in the utility domain

Excellent communication skills with a professional and empathetic approach

Proficiency in handling customer queries and providing tailored resolutions

Flexibility to work in UK shifts and adapt to a fast-paced environment

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EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.

· Step 1: Visit https://ibegin.tcs.com/iBegin/

· Step 2: Clic k to login.

· Step 3: Click New user (Register with us).

· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).

· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.

· Step 6: You will receive the EP ID on your personal e-mail ID.

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A global IT and business solutions leader, TCS has an employee strength of 614K with offices in 55 countries, a footprint on 6 co ntinents and a revenue of USD 27.9 billion (2022-23). TCS offers services across varied domains such as Aerospace | BFS | Insurance & Healthcare | Life Sciences | Manufacturing | Energy & Resource Utilities | Government | Hi Tech | Media & Information Services | Telecom | Travel & Transportation and Hospitality | Retail & CPG and Horizontals such as F&A, SCM, CIM and HRO.

TCS is one of the country's largest equal opportunity employers with more than one-lakh female associates and is continuously ranked a leader in the 'India's Most Respected Companies' survey.