Responsibilities:
- Accurately authenticate customers and record interactions in CRM
- Resolve queries on accounts, cards, payments, digital banking; escalate as per SOP
- Meet AHT, First Contact Resolution, NPS, Accuracy and Compliance targets
- Follow schedule adherence and real-time instructions from RTA/WFM
- Adhere to information security, data privacy and KYC guidelines
- Participate in training, nesting, and periodic re-certifications

Knowledge/Experience:
- Basic BFSI concepts: account types, card lifecycle, dispute/chargeback basics
- Customer verification/KYC steps; awareness of compliance dos & don'ts

Technical Skills:
- ACD/EPBX and softphone usage; ticketing/CRM systems
- Typing speed 35+ wpm; accuracy in data entry

Competencies:
- Transparent communication (English/Hindi); vernacular advantage
- Empathy, patience, problem solving
- Attention to detail and process discipline
- Resilience under volume spikes; teamwork

Location
- Bengaluru

Job Function
- BUSINESS PROCESS SERVICES

Role
- Process Expert

Job Id
- 408480

Desired Skills
- Communication | Customer Service

Qualifications : BACHELOR OF BUSINESS MANAGEMENT

📌 Customer Service Associate (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru