? Location: Client Premise, Whitefield, Bangalore ? Shift: Day Shift (Any 9-hour shift between 8:00 AM and 8:00 PM) ? Work Schedule: 6 Days Working | 1 Rotational Off ? Transportation: Not Provided ? Mandatory Requirement ✅ Fluency in English & Hindi Responsibilities:

- Handle inbound customer calls and manage service emails per defined SLAs
- 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
- Tag and update case dispositions;

maintain email templates and tone guidelines

- 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 compliancedos & don'ts

- Standard call/email handling SOPs;

complaint & escalation handling Technical Skills:

- ACD/EPBX and softphone usage;

ticketing/CRM systems

- MS Office (Outlook, Excel basics), email etiquette tools/templates
- 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

📌 Customer Service Representative (Yelahanka)
🏢 Tata Consultancy Services
📍 Yelahanka