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Customer Service Process Associate

Date Posted: Oct 23, 2026
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Job Detail

  • location_on
    Location Kolkata, West Bengal, 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

Role: Customer Service Process Associate (Webchat)
Skill: Customer Service
Experience: 1 year to 5 years
Job Location: Kolkata
Shift: 24x7 shifts

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

Must Have Skills: 
• 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

Good To Have Skills: 
• 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

Process Specific Responsibilities:
Customer Service Process Associate is responsible for delivering exceptional customer experience through Email and Chat support channels. The role involves handling customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations while ensuring adherence to quality, productivity, and compliance standards.

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

Education:
• Bachelor's Degree (Non-Technical Graduation)
• Minimum 15 years of regular education

Technical Skills:
• 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

Soft Skills:
• Excellent English communication skills (written and verbal)
• Strong listening and questioning skills
• Customer-centric approach with strong interpersonal skills
• Analytical thinking and problem-solving ability
• Attention to detail and accuracy
• Ability to work in a fast-paced, deadline-driven environment

Preferred Qualifications:
• 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
About the role
  • Role: Executive
  • Qualifications: BACHELOR OF ARTS
  • Experience: 1 - 5 Years
  • Skills: Customer Service
  • Function: BUSINESS PROCESS SERVICES
  • Location: Kolkata
  • Apply by: 2026-10-24

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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