Customer Service Representative

Job Title: Customer Service Representative

Company: Tata Consultancy Services

About the Role

Walk-in drive for Customer Service Process Associate (Webchat) at TCS Kolkata.

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).
• Excellent written and spoken communication.
• 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.
• 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 English communication skills (written and verbal).
• Strong 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.

Preferred Qualifications

• Prior experience supporting UK customers.
• Experience in Utilities, Telecom, Banking, Retail, or similar industries.
• Experience working in UK shift hours (BST/GMT).
• 1-5 years of experience in international customer service projects/processes.
• Experience handling UK customers and international clients.
• Prior experience in Webchat, Email Support, and Voice Processes.
• Experience managing customer complaints and service recovery.
• Exposure to customer satisfaction and quality metrics.

Qualifications

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

Interview Details

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

Things to carry for interview

• Updated resume.
• Valid copy of TCS application form.
• 2 Photocopies of original Aadhar or PAN card.
• Passport size photo.