Customer Service Executive

Job Title: Customer Service Executive (Webchat)

Company: Tata Consultancy Services

Location: Kolkata

Shift: 24x7 shifts

Interview Details

• Date: Saturday, 14th November 2026
• Time: 10:00 AM to 12:30 PM
• Location: Tata Consultancy Services Ltd, Gitanjali Park in Action Area II, Newtown, Rajarhat, Kolkata 700156

About the Role

This role involves delivering exceptional customer experience through Email and Chat support channels as a Customer Service Process Associate.

Key Responsibilities

• Handle customer enquiries through Voice, Email, and Chat channels.
• Resolve customer issues accurately and efficiently within defined timelines.
• Deliver high levels of customer satisfaction and First Contact Resolution (FCR).
• Manage customer complaints and escalations with complete ownership.
• Maintain accurate records of customer interactions in internal systems.
• Meet quality, productivity, compliance, and customer experience targets.
• Work directly with customers while adhering to project timelines and SLAs.
• Follow Agile ways of working and support continuous improvement initiatives.
• Collaborate with internal teams to ensure prompt issue resolution.
• Ensure adherence to organizational policies and customer service standards.

Requirements & Tech Stack

• Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice).
• Hands-on experience in Voice, Email & Chat customer service support.
• Experience handling customer enquiries, complaints, and escalations.
• Proficiency in MS Office applications.
• Familiarity with CRM and customer service tools.

Qualifications

• Minimum 15 years of regular, full-time education (10 + 2 + 3).
• Non-technical graduation.
• Excellent written and spoken communication in English.
• Strong customer handling and problem-solving skills.
• Listening and questioning skills.
• Customer-centric approach with strong interpersonal skills.
• Analytical thinking.
• Attention to detail and accuracy.
• Ability to work in a fast-paced, deadline-driven environment.
• Flexible to work in a 24x7 shift environment.
• Open to working during weekends as per business requirements.

Preferred Qualifications

• Prior experience supporting UK customers.
• Experience in Utilities, Telecom, Banking, Retail, or similar industries.
• Experience working in UK shift hours (BST/GMT).
• Strong coordination skills.
• Exposure to Agile working methodology.
• Experience managing customer complaints and service recovery.
• Exposure to customer satisfaction and quality metrics.

Documents to Carry

• A copy of your updated resume.
• A valid copy of the TCS application form.
• 2 photocopies of original Aadhar or PAN card.
• A passport size photo.