Customer Service

About the role

TATA CONSULTANCY SERVICES LTD. seeks a Customer Service professional in Mumbai for its Business Process Services department. The role handles voice and non-voice customer interactions, meets project SLAs, coordinates with internal teams, and maintains daily trackers and performance data. The position requires flexibility to work as per process and team requirements, including weekends if needed.

What you’ll do

• Handle voice and non-voice customer interactions in a professional, accurate, and timely manner
• Ensure achievement of project-defined SLAs while maintaining quality and customer experience standards
• Coordinate effectively with internal teams including Sales, Accounts, and other support functions as required
• Engage with internal and external stakeholders to ensure smooth process delivery and timely query resolution
• Maintain and update daily trackers, internal reports, and performance-related data with accuracy
• Use Microsoft Outlook for professional correspondence, coordination, and scheduling tasks
• Work on Microsoft Excel for reporting, data tracking, and performance metrics
• Support process improvements by identifying productivity opportunities and contributing to team performance enhancement

What you’ll bring

• Strong verbal and written communication skills, preferably with hospitality domain exposure
• Good facilitation, interpersonal, and stakeholder management skills
• Ability to work effectively in ambiguous situations with changing priorities and multiple deadlines
• Problem-solving mindset with strong attention to detail
• Proficiency in Microsoft Outlook and Microsoft Excel
• Ability to coordinate across teams and manage customer interactions with professionalism
• Customer-centric approach with focus on timely resolution and service quality
• Experience of 1 - 5 Years

Nice to have

• Prior experience in a blended BPO process involving both voice and email support is preferred
• Experience in hospitality, customer service, or service delivery environments will be an added advantage
• Exposure to daily reporting, tracker management, SLA monitoring, and customer query management is desirable

Skills