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Position Overview:-
A Front-End Customer Service Executive is responsible for delivering an excellent customer experience by greeting customers, addressing queries, managing front-desk operations, and ensuring smooth communication between customers and the internal team. This role requires strong interpersonal skills, professionalism, and the ability to multitask in a dynamic environment.
Key Responsibilities:-
Welcome and greet customers in a friendly and professional manner.
Serve as the first point of contact for customer queries, requests, and concerns.
Respond to incoming calls, emails, and in-person inquiries promptly.
Maintain customer records and update information in the system accurately.
Assist customers with service-related processes.
Coordinate with internal departments to ensure customer issues are resolved in a timely manner.
Manage front-desk activities, including scheduling, documentation.
Handle complaints with patience and professionalism, ensuring customer satisfaction.
Support daily administrative tasks such as data entry and report generation.
Skills & Qualifications:-
Engineering degree (E & TC preferred) or equivalent work experience.
Prior experience in customer service, front office
Excellent communication and interpersonal skills.
Strong problemsolving abilities and customerfirst attitude.
Basic computer proficiency (MS Office, email, CRM tools).
Ability to multitask and handle highpressure situations professionally.
Pleasant personality with a neat and presentable appearance.
Key Competencies:-
Customer Relationship Management
Communication Skills (Verbal & Written)
Time Management
Positive Attitude
Attention to Detail
Team Collaboration
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT): Target rating of 90%+ from customer feedback.
Response Time: Average response time to calls/emails within defined SLA
Issue Resolution Rate: Percentage of customer issues resolved at front-desk level (target 85%+).
Front Desk Efficiency: Timely completion of daily administrative and reporting tasks.
Professional Conduct: Consistent adherence to grooming and communication standards.
Attendance & Punctuality: At least 95% on-time attendance.
Work Environment:-
Rotational shifts depending on business hours
Frequent interaction with customers and internal staff
Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.
Job ID: 143867515
