Company Description TLC DigiTech Pvt. Ltd. is a tech product and services company that delivers end-to-end digital solutions for customer acquisition, activation, engagement, retention, and loyalty, with strong domain expertise in travel and hospitality. Established over 20 years ago, the company has a pan-India presence and regional operations in East Africa and Sri Lanka, with its corporate office based in New Delhi and a team of over 600 professionals. Integrated teams across Design, Technology, Digital, Support, Contact Centres, and Club Ambassadors collaborate to provide seamless, single-window solutions for clients. The technology stack includes Salesforce- and Heroku-based CRM, MuleSoft-driven integration, Ionic-based mobile applications, and omni-channel contact centres that span voice, chat, messaging, email, social, web, and SMS. TLC maintains high standards of compliance and information security through Big Four audits and ISO 27001, ISO 27701, and SOC2 certifications, and is an active member of leading industry bodies such as CII, FHRAI, TAAI, Nasscom, and Dun & Bradstreet.

Role Description The Customer Service Associate is a full-time, on-site role based in New Delhi. The individual in this position will handle inbound and outbound customer interactions via phone, email, chat, and other channels, resolving queries and providing accurate information about products, services, and programs. The role involves logging and updating customer records in CRM systems, monitoring service requests,



and following up to ensure timely resolution and high customer satisfaction. The associate will manage escalations within defined processes, coordinate with internal teams such as operations and technology, and proactively identify opportunities to improve the customer experience. Daily responsibilities also include adhering to quality and compliance standards, meeting performance targets, and contributing to a professional and collaborative contact center environment.

Qualifications

- Strong Customer Service and Customer Support skills, with the ability to handle diverse customer interactions professionally.
- Experience in driving Customer Satisfaction and enhancing overall Customer Experience across multiple contact channels.
- Excellent Phone Etiquette and clear, courteous communication skills in spoken and written English; additional regional languages are an advantage.
- Comfort working with CRM or contact center tools, and the ability to accurately document and track customer interactions.
- Problem-solving mindset, attention to detail, and the ability to follow structured processes while managing time effectively.
- Ability to work on-site in Current Delhi in a fast-paced environment, both independently and as part of a team.
- Prior experience in contact centers, hospitality, travel, or loyalty programs is preferred but not mandatory.
- Minimum educational qualification: higher secondary or bachelor’s degree in any discipline.

📌 Customer Service Associate (New Delhi)
🏢 TLC DigiTech
📍 New Delhi