Customer Service Representative

INTERVIEW DETAILS: Interview date: 2nd & 3rd week of April,2025 Interview time: 12-2 pm Virtually (tentatively) Education / Qualifications: - 1023 years of fulltime education, B.com, BA, Any graduate with more than 1 Year of Relevant Experience. Mission/ Core purpose of the Job: Consumer Customer Service Representative is responsible for answering IB/OB voice and non-voice support (chat and email) specific to those that need assistance or direction regarding their Internet, Cable TV, Cellular Phones, and Local service. Responsible for completing outbound follow up calls as assigned. Experience in any Accounting ERP (Tally, JDE, Oracle, SAP, PeopleSoft & HFM) Proficient with MS Office and excellent knowledge in MS excel ERP / Systems Knowledge – Candidate should have relevant work experience in month close activities in any Accounting Package e.g. Tally, Oracle, PeopleSoft, HFM, SAP & JDE Key Responsibilities: Handle inbound and outbound calls made to customers for the purpose of collecting overdue payments. Respond to general customer service inquiries about our products and services Consult with customers to determine their needs Recommend the appropriate products and services Document every interaction with a customer in the appropriate account or ticket system. Meet and exceed all performance and sales goals/metrics Identify and acting upon opportunities to upsell additional products and services to new and existing customers Create a first-class customer service experience Handle all customer service issues in a timely and professional manner Escalate Tier 2 queries through tickets / emails and calls to seek guidance and escalate any issues that require support. Report any incident or pattern of outages or other service issues that could affect a larger group of Residential Customers, and/or SMB Customers to on-floor managers Crosstrain within other sub-groups to strengthen network, telephony, and computer related technical skills. Job Qualifications: Knowledge, Skills and Abilities: Must be knowledgeable in telecommunications industry, products, services, and customer service activities. Promote sales, retain customers, and ensures customer satisfaction. Demonstrate ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by the company for customers and/or interaction with service personnel. demonstrate ability to accurately log verbally received information in written and/or electronic format. Communicate effectively when handling customer inquiries/complaints or when communicating with service in other departments. Excellent command of the English language required. Multi-language speakers encouraged. Must have knowledge in windows applications such as but not limited to Excel, Word, Outlook, and Access database applications. Competent using technology-based applications i.e., Internet, cell phones, or equivalents. Staying up to date on the latest data/entertainment technology and devices, such as Wi-Fi, data services, TV entertainment devices a must. Ability to use a keyboard and 10-key calculator proficiently. Must be able to work well with others under stressful, time restricted conditions, displaying patience and tolerance to relay and obtain information and create and maintain positive rapport with customers and co-workers. Must have problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience. Adherence to Company policies and procedures regarding customer service, product lines/campaigns/promotion, collections, design, installation, repair, commercial accounts, associated billing systems and databases, as provided and recommended. Ability to support and promote the company’s Declaration of Principles, Basic Principles and Company Code of Business Conduct and Ethics. Must be able to Adhere to company confidentiality, proprietary and customer account information. Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude. Ability to work a rotating schedule. Mandatory Requirements (How to generate your EPCN) EPCN number is mandatory for eligibility of the interview. Follow the steps below to register and mention the EPCN number on your resume · Step 1: Visit https ://ibegin.tcs.com/iBegin/ · Step 2: Click to login · Step 3: Click New user (Register with us) · Step 4: Select "BPO" in areas of interest and complete the registration. (Fill the details) · Step 5: Once completed, your TCS no. will be generated which starts from EP2024XXXX . · Step 6: You will receive the EP number on your personal e-mail ID. About TCS: A global IT and business solutions leader, TCS has an employee strength of 614K with offices in 55 countries, a footprint on 6 continents and a revenue of USD 27.9 billion (2022-23). TCS offers services across varied domains such as Aerospace | BFS | Insurance & Healthcare | Life Sciences | Manufacturing | Energy & Resource Utilities | Government | Hi Tech | Media & Information Services | Telecom | Travel & Transportation and Hospitality | Retail & CPG and Horizontals such as F&A, SCM, CIM and HRO. TCS is one of the country's largest equal opportunity employers with more than one-lakh female associates and is a continuously ranked a leader in the 'India's Most Respected Companies' survey

Location: pune, IN

Posted Date: 4/30/2025