Customer Service Representative

About TCS

Tata Consultancy Services (Asia Pacific) is focused on building sustainable businesses and using digital innovation to create long-term value for communities, customers, and governments. The organisation highlights its commitment to sustainability and has operated carbon neutral across 11 countries, 12 delivery centres, and 18 offices in Asia Pacific since 2022, with a broader goal of reaching net zero emissions by 2030.

Role Overview

This position is centered on helping consumer customers who report service faults or disruptions. You will be the initial contact for these cases and will work to move each issue toward repair, restoration, a workaround, or escalation so the customer receives a timely outcome. The role requires calm, clear communication and a strong focus on accuracy, compliance, and customer care.

Key Responsibilities

• Act as the first contact for customers raising service faults or interruptions.
• Work faults through repair, recovery, workaround, or escalation steps to reach a prompt resolution.
• Apply service recovery methods for customers affected by service loss.
• Use approved workflows, guided process flows, and system prompts to handle faults consistently.
• Follow standard decision paths to maintain accuracy, compliance, and efficiency.
• Provide a steady, empathetic, and professional customer experience, especially in difficult interactions.
• Explain technical details in simple language that customers can understand easily.
• Adapt communication to the customer’s needs, vulnerability indicators, and understanding level.
• Balance service quality, care, and speed while aiming for first-contact resolution where possible.
• Work confidently across multiple systems and knowledge resources in a fast-moving environment.
• Meet quality, assurance, and audit requirements, including correct fault classification.

Capabilities and Experience

• Prior experience in customer service, technical support, or fault-resolution settings.
• Strong troubleshooting and analytical problem-solving ability.
• Comfort handling complex, sensitive, or emotionally charged conversations with empathy.
• Ability to follow structured workflows, guided system journeys, and multiple tools.
• A strong commitment to customer advocacy, compliance, and consistent execution.

What TCS Offers

• Competitive pay aligned with the Australian market.
• Performance-based incentives and recognition initiatives.
• Comprehensive employee benefits.
• Exposure to Australian enterprises and a global network of experts.
• Supportive leadership and a collaborative work environment.
• Opportunities for learning, certifications, mobility, and career progression.
• An inclusive culture that values diversity, collaboration, and respect.
• Access to structured learning, leadership development, and emerging technologies.

Culture and Values

TCS looks for people who are enthusiastic about technology and transformation, curious and committed to continuous learning, and motivated by delivering meaningful impact for clients, communities, and society. The company’s values include Integrity, Excellence, Responsibility, Pioneering Spirit, and Unity.

Additional Information

The TCS community spans more than 600,000 associates across 55+ countries. In Australia, the organisation works with leading enterprises across financial services, government, retail, healthcare, telecom, and other sectors, while also supporting sustainability, digital inclusion, and community engagement. Diversity, equity, and accessibility are positioned as essential parts of how the business operates.