Job Description
About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
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
