Customer Service Executive
Tata Consultancy Services
Bengaluru1–6 yrs1h agovia Naukri
Location: Bangalore, Whitefield
Shift Timings: 6-day working, day shift
Mandatory Language Fluency: English & Hindi
Transportation: No
Key Responsibilities
- Handle inbound customer calls and manage service emails per defined SLAs.
- Accurately authenticate customers and record interactions in CRM.
- Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP.
- Meet AHT, First Contact Resolution, NPS, Accuracy, and Compliance targets.
- Follow schedule adherence and real-time instructions from RTA/WFM.
- Tag and update case dispositions; maintain email templates and tone guidelines.
- Adhere to information security, data privacy, and KYC guidelines.
- Participate in training, nesting, and periodic re-certifications.
Knowledge/Experience
- Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics.
- Customer verification/KYC steps; awareness of compliance dos & don'ts.
- Standard call/email handling SOPs; complaint & escalation handling.
Technical Skills
- ACD/EPBX and softphone usage; ticketing/CRM systems.
- MS Office (Outlook, Excel basics), email etiquette tools/templates.
- Typing speed 35+ wpm; accuracy in data entry.
Competencies
- Clear communication (English & Hindi); vernacular advantage.
- Empathy, patience, problem solving.
- Attention to detail and process discipline.
- Resilience under volume spikes; teamwork.