Tech Mahindra

Job Description

About Company:

Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 149k+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future.
Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies.

Company Name: Tech Mahindra.

Experience: Fresher.

Role: Customer Support Associate.

Job Location:  Pune.

Eligibility Criteria:  

• Qualification: Any Graduate.
• Pass out Year: 2024/2025.
• Percentage Criteria: No.
• Any Bond: No.

Approx. Package: Between Rs.2,40,000/- to Rs.3,00,000/- Per Annum (Based on the Project).

Cab Facility: Available within assigned boundaries.

Roles and Responsibilities:

1. Handle incoming customer calls and act as the single point of contact for all queries.
2. Listen actively to understand the customer’s issues and concerns.
3. Show empathy and patience while addressing customer problems.
4. Analyze customer issues and identify effective solutions quickly.
5. Take complete ownership of customer queries until full resolution.
6. Communicate clearly, professionally, and politely in English.
7. Document customer interactions and maintain accurate records of resolutions.
8. Provide step-by-step guidance to customers to resolve their issues.
9. Escalate complex problems to the appropriate team when necessary, while keeping the customer informed.
10. Follow up with customers to ensure their issues are completely resolved.
11. Share feedback from customers to improve products, services, and processes.
12. Maintain a positive and professional demeanor even in challenging situations.
13. Adapt communication style to suit different customer personalities and situations.
14. Meet individual and team targets for customer satisfaction and resolution metrics.

Skills Required:

1. Empathy ability to understand and relate to the customer’s concerns
2. Problem-solving ability to analyze issues and provide effective solutions
3. Communication clear and professional verbal and written communication
4. English language proficiency excellent command over spoken and written English
5. Active listening ability to carefully listen to customer issues without interruptions
6. Patience maintain composure even with challenging customers
7. Customer ownership taking full responsibility for resolving customer queries
8. Documentation recording customer interactions accurately
9. Follow-up skills ensuring issues are resolved through timely follow-ups
10. Adaptability adjusting communication style according to different customer personalities
11. Escalation management knowing when and how to escalate complex issues
12. Positive attitude maintaining professionalism in all customer interactions