About the job

About TCS:

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030

Key Responsibilities

• Serve as the first point of contact for consumer customers reporting service faults or disruptions
• Progress faults through repair, restoration, workaround or escalation pathways to achieve timely outcomes
• Apply service recovery principles to support customers impacted by loss of service
• Champion the use of approved workflows, guided flows and system prompts to ensure consistent fault handling and customer outcomes
• Follow standardised decision paths to support accuracy, compliance and efficiency
• Deliver a calm, empathetic and professional experience, particularly during high‑impact interactions
• Translate technical information into simple, customer‑friendly languageTailor communication to customer needs, vulnerability indicators and level of understanding
• Balance quality, care and efficiency, aiming for first‑time resolution where possible
• Confidently use multiple systems and knowledge tools in a fast‑paced environment
• Meet quality, assurance and audit expectations, including correct fault classification.

Capabilities & Experience :

• Experience in customer service, technical support or fault‑resolution environments
• Strong problem‑solving and diagnostic skills
• Ability to manage complex or emotionally charged conversations with empathy
• Confidence using structured workflows, guided system flows and multipletool
• Commitment to customer advocacy, compliance and consistent execution