Customer Service Associate – International Voice

Location: Mumbai / Pune
Job Codes:

Hiring Grade: BPOZ / BPO1 / BPO2

Process: International Voice – Banking & Cards / Telecom Activation
Experience: 1–3 years

Process Type: International Voice

Shift: Rotational shifts, including weekends and voluntary overtime as per business requirements

Job Summary

TCS is hiring Customer Service Associates for International Voice processes supporting Banking & Cards and Telecom Activation. The role requires candidates with international customer service experience and strong English communication skills.

Key Responsibilities

- Handle inbound international customer calls efficiently.

- Provide timely solutions and strive for first-call resolution.

- Understand customer concerns through active listening and effective questioning.

- Communicate effectively with customers, field technicians and internal teams.

- Handle customer complaints, escalations and follow-ups professionally.

- Identify vulnerable customers and take appropriate action or escalate concerns.

- Coordinate with relevant stakeholders to resolve complaints and track escalations until closure.

- Maintain a customer-centric approach and contribute to improving customer experience.

- Remain calm and professional while handling difficult customers and high-pressure situations.





- Ensure compliance with applicable legal, regulatory and process requirements.

- Maintain accurate customer information and perform data-entry activities.

- Work collaboratively with the team and contribute to overall business performance.

Eligibility & Experience

- Graduate with 1–3 years of relevant International Customer Service experience in a BPS/BPO environment.

- International Voice experience is mandatory.

- Telecom industry experience is preferred.

- Knowledge of Australian and Current Zealand customer culture and expectations is desirable.

- Good knowledge of Microsoft Windows and basic computer applications.

- Strong and accurate data-entry skills.

- Excellent verbal and written English communication skills.

- Willingness to work rotational shifts, weekends and voluntary overtime as required.

Must-Have Competencies

- International Voice Process

- Excellent English Communication

- Customer Service

- Active Listening

- Problem Solving

- Complaint Handling

- Escalation Management

- Ownership and Accountability

- Ability to handle difficult customers

Good-to-Have Competencies

- Telecom Domain Knowledge

- Business Acumen

- ANZ Market Knowledge

- Australian/New Zealand Customer Handling

📌 URGENT!! US - Mumbai & Pune
🏢 Gratitude
📍 Mumbai