About Tata Consultancy Services (TCS) and Workwarp
At Tata Consultancy Services, one of the world’s leading IT services, consulting and business solutions organizations, innovation is at the heart of everything we do. Partnering with Workwarp, a premier recruitment solutions provider, TCS is expanding its high‑impact Customer Service Operations in the utility sector across ANZ (Australia and New Zealand). This expansion creates a unique opportunity for seasoned professionals who thrive in fast‑paced, customer‑centric environments to join a globally recognised brand while enjoying the flexibility of remote work and the dynamism of an on‑site Kolkata hub.
Our mission is simple: deliver exceptional experiences to every customer, every time. Whether the interaction occurs via voice or email, we empower our people with the tools, training, and culture necessary to resolve issues, build lasting relationships, and drive operational excellence. If you are ambitious, adaptable, and eager to play a pivotal role in a high‑visibility process, we want you on our team.
Why This Role Is a Game‑Changer for Your Career
- Immediate Impact: Join a fast‑growing unit with a launch date that’s already set – you’ll start making a difference from day one.
- Hybrid Flexibility: Work remotely from any location while also having the option to attend the Kolkata mega‑walk‑in for networking, onboarding, and team building.
- Competitive Compensation: Receive a market‑aligned salary package, performance bonuses, and a comprehensive benefits suite.
- Professional Growth: Access to TCS’s world‑class learning platforms, certifications, and a clear career ladder from Process Associate to Team Lead, Operations Manager, and beyond.
- Global Exposure: Interact with customers and partners from the ANZ utilities market, gaining insights into international regulations, best practices, and emerging technologies.
Role Overview – Customer Service Process Associate (Voice & Email)
As a Customer Service Process Associate, you will be the trusted voice and written conduit between TCS’s utility clients and their end‑users. You’ll handle inbound and outbound calls, respond to email queries, and manage back‑office tasks that keep our service delivery seamless. Your focus will be on delivering rapid, accurate, and empathetic solutions while adhering to strict compliance and data‑privacy standards.
Key Responsibilities – Voice Channel
- Answer inbound calls from customers and authorised third parties, ensuring a professional and courteous tone.
- Initiate outbound calls for follow‑ups, issue resolutions, and proactive outreach campaigns.
- Diagnose and resolve complex service issues, including outage inquiries, billing disputes, and account verification.
- Document every interaction meticulously in the designated CRM system, capturing details that enable trend analysis and future improvement.
- Escalate high‑severity incidents to specialist teams while maintaining ownership until closure.
- Collaborate with back‑office units to complete tasks such as account updates, payment processing, and service re‑activations.
- Maintain up‑to‑date knowledge of utility regulations, market participants, and TCS’s service catalog.
- Participate in real‑time monitoring of service levels, striving to meet or exceed SLA targets.
Key Responsibilities – Email Channel
- Receive, triage, and respond to customer emails with a focus on clarity, accuracy, and timeliness.
- Interpret written queries, locate relevant account information, and provide step‑by‑step guidance.
- Resolve billing and metering questions, including explanation of charges, debt management, and payment options.
- Document email interactions in the same rigorous manner as voice calls, ensuring a unified view of the customer journey.
- Identify patterns in email traffic to propose process improvements or targeted communication campaigns.
- Work closely with the analytics team to feed data that drives customer satisfaction initiatives.
Performance & Quality Assurance
- Achieve key performance indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT).
- Engage in regular quality monitoring sessions, using feedback to continuously refine communication techniques.
- Contribute to the development of knowledge‑base articles, scripts, and FAQs that empower the wider team.
Essential Qualifications & Experience
- Minimum 2 to 5 years of hands‑on experience in customer service, preferably within the utilities or BPO sector.
- Educational background of at least 15 years of full‑time schooling (10 + 2 + 3) with a non‑technical bachelor’s degree in any stream.
- Proven ability to handle night and rotational shifts, demonstrating flexibility and resilience.
- Demonstrated experience (12‑24 months) in ANZ utilities or similar regulated environments is highly desirable.
- Strong command of English (both spoken and written) with exceptional articulation and active‑listening skills.
- Proficiency with Microsoft Office Suite and familiarity with CRM platforms.
- Track record of meeting or exceeding service targets in a high‑volume call centre.
Preferred Skills & Attributes
- Advanced negotiation and objection‑handling capabilities.
- Analytical mindset – ability to interpret data, identify trends, and recommend actionable improvements.
- Customer‑centric attitude with a genuine desire to solve problems quickly and effectively.
- Strong ownership mentality – take full responsibility for each interaction from start to resolution.
- Excellent multitasking skills – switch seamlessly between voice calls, email responses, and back‑office tasks.
- High emotional intelligence – comfort in dealing with vulnerable or priority customers and maintaining confidentiality.
- Adaptability to evolving scripts, policies, and technology platforms.
Career Development & Learning Opportunities
At TCS, your growth is as important as the company's success. As a Process Associate, you will gain access to:
- TCS Learning Hub: Over 500 online courses covering communication, data analytics, regulatory compliance, and leadership.
- Mentorship Programs: Pairing with senior operations leads who guide your professional trajectory.
- Certification Paths: Opportunities to earn certifications such as ITIL Foundation, Certified Customer Service Professional (CCSP), and industry‑specific utility compliance credentials.
- Internal Mobility: Pathways to transition into roles like Team Lead, Quality Analyst, Operations Manager, or specialized utility consulting positions.
Work Environment & Culture
TCS promotes a culture of inclusion, innovation, and collaboration. Whether you choose to work remotely or attend our state‑of‑the‑art Kolkata centre, you will experience:
- Modern workstations equipped with high‑speed connectivity and ergonomic accessories.
- A supportive team environment where knowledge sharing is encouraged through regular huddles, peer‑learning sessions, and town‑hall meetings.
- Diversity and inclusion initiatives that celebrate varied perspectives and backgrounds.
- Employee Resource Groups (ERGs) focusing on wellbeing, community service, and professional networking.
- Health‑first policies that include mental‑health days, wellness webinars, and access to counselling services.
Compensation, Benefits & Perks
While the exact salary will be aligned with market standards and your experience, successful candidates can expect:
- Competitive base salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Retirement savings plan with employer matching contributions.
- Paid time off (PTO) and paid holidays, plus additional leave for continuous learning.
- Work‑from‑home allowance for remote employees (equipment, internet stipend).
- Employee assistance programs, including financial planning and legal advice.
- Recognition programs that celebrate outstanding service and innovation.
Application Process – How to Get Started
To be considered for this fast‑moving opportunity, you must generate an EP ID through the TCS iBegin portal. Follow these steps carefully:
- Visit https://ibegin.tcs.com/iBegin/.
- Click “Login” and then select “New User – Register with us”.
- Choose “BPO” under “Areas of Interest”.
- Complete the registration form with accurate personal and professional details.
- Upon successful submission, an EP ID (e.g., EP2024CNXXXX) will be generated and emailed to you.
- Include this EP ID prominently on your résumé and in your application email.
Ready to Join a Leading Global Powerhouse?
If you are passionate about delivering world‑class service, possess the requisite experience, and thrive in an environment that rewards innovation and dedication, we encourage you to apply today. This is not just a job – it is a stepping stone to a thriving career with Tata Consultancy Services, a brand that values its people as its greatest asset.
Take the next step now: Submit your résumé, EP ID, and a brief cover letter highlighting your most relevant experience to the contact below.
Contact: Suman Guha, HR Sourcing Officer, Tata Consultancy Services – [email protected]
We look forward to welcoming you to the TCS family and witnessing the impact you will make on our customers and the broader utility ecosystem.
Apply Today
Click the link below to submit your application through our secure portal. Remember, time is of the essence—positions are filling quickly!
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