Walk-in || Customer Service Executive

Walk-In Drive at TCS Kolkata hiring for Customer Service Process Associate!

Role: Customer Service Process Associate (Webchat)

Skill: Customer Service

Experience: 1 year to 5 years

Job Location: Kolkata

Shift: 24x7 shifts

Interview Date: 24th Oct 2026, Saturday

Entry Time: 10:00 AM to 12:30 PM

Interview Location: Tata Consultancy Services Ltd, Gitanjali Park in Action Area II, Newtown, Rajarhat, Kolkata 700156

Things to carry for interview:

• Candidates must carry a copy of their updated resume
• It is mandatory to submit a valid copy of TCS application form during the drive
• Please carry 2 Photocopies of original Aadhar or PAN card
• Candidates must carry a passport size photo

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