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Associate - Customer Service

Date Posted: Oct 23, 2026
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Job Detail

  • location_on
    Location Mumbai, Maharashtra, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 07, 2026
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Job Description

Associate - Customer Service (Voice Support)

Role Purpose

The Associate - Customer Service (Voice Support) provides professional and efficient assistance to shipping customers through inbound calls. The role is responsible for handling inquiries related to bookings, shipment status, vessel schedules, imports, documentation, and service requests while ensuring timely resolution and an excellent customer experience.

Key Accountabilities

  • Handle inbound customer calls professionally, accurately, and efficiently.
  • Resolve customer inquiries related to:
    • Shipment bookings
    • Cargo/shipment status
    • Vessel schedules
    • Import-related queries
    • Documentation requirements
    • General service requests
  • Utilize effective questioning and active listening skills to understand customer requirements and provide accurate solutions.
  • Take ownership of customer concerns through resolution or appropriate escalation.
  • Escalate complex or unresolved issues to SMEs or relevant internal teams as per defined procedures.
  • Provide timely and accurate updates to customers on open requests and cases.
  • Maintain accurate records of customer interactions, requests, resolutions, and follow-up actions in CRM or service management systems.
  • Adhere to established processes, compliance guidelines, quality standards, and escalation protocols.
  • Identify recurring customer issues and contribute to knowledge management and continuous service improvement initiatives.

Required Skills & Competencies

  • Excellent verbal communication skills in English with professional telephone etiquette.
  • Strong active listening, probing, questioning, and call-control abilities.
  • Customer-focused approach with strong problem-solving capabilities.
  • Ability to handle challenging customer interactions calmly and professionally.
  • Capability to multitask and perform effectively in a fast-paced contact center environment.
  • Good documentation skills, data-entry accuracy, and proficiency in MS Office applications.
  • Quick learning ability with an interest in understanding shipping, logistics, and supply chain processes.

Preferred Experience

  • 1-3 years of experience in:
    • Voice Support
    • Customer Service
    • Contact Centers
    • Logistics Operations
    • Shipping Operations
    • Supply Chain Operations
  • Experience handling inbound customer service calls while meeting quality and productivity targets.
  • Hands-on experience with CRM, ticketing, or workflow management tools.
  • Knowledge of shipping, freight forwarding, logistics, or transportation processes will be an added advantage.

Education

  • Graduate in any discipline.
  • Certifications in Customer Service, Logistics, or Supply Chain Management will be an added advantage.

Behavioral Competencies

  • Customer First Mindset
  • Accountability & Ownership
  • Active Listening
  • Problem Solving
  • Team Collaboration
  • Adaptability
  • Professionalism

Working Arrangement

  • Support coverage will be aligned with customer operating hours.
  • Candidates must be flexible to work in rotational shifts based on business requirements.
  • The role requir es adaptability to changing schedules and operational needs.
About the role
  • Role: Executive
  • Qualifications: BACHELOR OF COMMERCE
  • Experience: 1 - 5 Years
  • Skills: Customer Service
  • Function: BUSINESS PROCESS SERVICES
  • Location: Mumbai
  • Apply by: 2026-12-18

Source: Tata Consultancy Services careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Tata Consultancy Services
Tata Consultancy Services · Mumbai, Maharashtra, India
2,177 open roles

Tata Consultancy Services is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official com... Read More

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