Customer Service Executive

Job Title: Customer Service Process Associate (Webchat)

Company: Tata Consultancy Services

Location: Kolkata

Shift: 24x7

Interview Details

• Date: 24th Oct 2026, Saturday
• Time: 10:00 AM to 12:30 PM
• Location: Tata Consultancy Services Ltd, Gitanjali Park in Action Area II, Newtown, Rajarhat, Kolkata 700156

What to Bring

• Updated resume (1 copy)
• Valid TCS application form (mandatory submission)
• 2 Photocopies of original Aadhar or PAN card
• Passport size photo

Key Responsibilities

• Deliver exceptional customer experience through Email and Chat support.
• Handle customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations.
• Ensure adherence to quality, productivity, and compliance standards.
• 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).
• Excellent written and spoken communication skills in English.
• Hands-on experience in Voice, Email & Chat customer service support.
• Experience handling customer enquiries, complaints, and escalations.
• Strong customer handling and problem-solving skills.
• Flexible to work in a 24x7 shift environment.
• Open to working during weekends as per business requirements.
• Familiarity with CRM and customer service tools.
• Proficiency in MS Office applications.

Education

• Minimum 15 years of regular, full-time education (10 + 2 + 3).
• Non-technical graduation.

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 and interpersonal skills.
• Exposure to Agile working methodology.
• Experience managing customer complaints and service recovery.
• Exposure to customer satisfaction and quality metrics.