Customer Service Representative

Role Overview

Experience and Schedule

• The role requires 1–5 years of experience in international customer service operations.
• The role requires flexibility to work 24x7 shifts and weekends according to business requirements.

Process Responsibilities

• Handle customer enquiries through voice, email, and chat channels.
• Resolve account-related queries, billing concerns, payment issues, service requests, complaints, and escalations.
• Deliver exceptional customer experience while meeting quality, productivity, compliance, and service standards.

Key Responsibilities

• Resolve customer issues accurately within defined timelines and deliver high First Contact Resolution.
• Maintain accurate customer interaction records in internal systems.
• Meet quality, productivity, compliance, and customer experience targets.
• Follow project timelines and service-level agreements when working directly with customers.
• Follow Agile ways of working and support continuous improvement initiatives.
• Collaborate with internal teams for prompt issue resolution.
• Adhere to organizational policies and customer service standards.

Must-Have Skills

• 1–5 years of experience in international customer service operations involving email, chat, and/or voice.
• Hands-on experience in email and chat customer service support.
• Experience handling customer enquiries, complaints, and escalations.
• Strong customer handling and problem-solving skills.
• Flexibility to work in a 24x7 shift environment.
• Openness to working weekends according to business requirements.

Technical and Soft Skills

• Experience in customer service, contact centre, or BPO operations.
• Knowledge of customer service processes and escalation management.
• Familiarity with CRM and customer service tools.
• Proficiency in MS Office applications.
• Excellent written and verbal English communication skills.
• Strong listening, questioning, interpersonal, analytical, and problem-solving skills.
• Ability to work in a fast-paced, deadline-driven environment.

Education

• Bachelor's degree in a non-technical discipline.
• Minimum 15 years of regular full-time education.

Preferred Qualifications

• Prior experience supporting UK customers or international clients.
• Experience in utilities, telecom, banking, retail, or similar industries.
• Experience working UK shift hours, including BST or GMT.
• Strong coordination and interpersonal skills.
• Exposure to Agile working methodology.
• Experience with customer complaints, service recovery, satisfaction metrics, and quality metrics.

Walk-In Interview

• The walk-in interview is scheduled for 5 September 2026 from 10:00 AM to 12:30 PM at TCS Ecospace Business Park, Newtown, Rajarhat, Kolkata.
• Candidates should bring an updated resume, a valid TCS application form, photocopies of original Aadhaar or PAN documents, and a passport-size photo.