Jr Customer Service Executive - Global Network Operations

About the Company

Tata Communications focuses on building a more connected world through innovation and intelligent digital solutions. Its offerings span cloud, mobility, IoT, collaboration, security, media, and network services, supporting a modern communications ecosystem.

Role Overview

This position is a customer-facing front-end support role responsible for creating a positive service experience. The executive will receive visitors and customers, handle enquiries, support front-desk activities, and coordinate smoothly with internal teams to keep operations running efficiently. The role calls for professionalism, strong people skills, and the ability to manage several tasks in a fast-paced setting.

Key Responsibilities

• Receive customers politely and maintain a professional, welcoming front-desk experience.
• Act as the initial contact for questions, service requests, and customer concerns.
• Handle calls, emails, and walk-in enquiries in a timely and courteous manner.
• Keep customer records current and enter information accurately into the system.
• Support customers through service-related procedures and follow-ups.
• Work with internal teams to ensure customer issues are addressed without delay.
• Oversee front-office tasks such as scheduling and documentation.
• Manage complaints calmly and professionally to improve customer satisfaction.
• Carry out routine administrative work, including data entry and report preparation.

Requirements

• An engineering qualification, preferably in E & TC, or an equivalent level of professional experience.
• Background in customer service or front-office handling.
• Strong verbal and written communication, along with good interpersonal ability.
• Practical problem-solving approach and a customer-first mindset.
• Comfort using basic computer tools such as MS Office, email, and CRM platforms.
• Ability to manage multiple priorities and stay composed in demanding situations.
• Well-groomed, presentable, and pleasant in manner.

Skills and Competencies

Customer relationship management, verbal and written communication, time management, positive attitude, attention to detail, and teamwork are key strengths for this role.

Performance Expectations

• Customer satisfaction score should remain at 90% or higher based on feedback.
• Calls and emails should be answered within the defined SLA.
• At least 85% of customer issues should be resolved at the front-desk level.
• Administrative and reporting responsibilities should be completed on time.
• Professional grooming and communication standards must be consistently maintained.
• Attendance should reflect at least 95% punctuality.

Work Environment

The role involves rotational shifts based on business requirements and regular interaction with both customers and internal teams.