Tech Mahindra is Hiring: Customer Support Executive | Finsplitz

Introduction

Are you a customer-focused individual with excellent communication skills and a passion for problem-solving? Tech Mahindra, a leading provider of digital transformation, consulting, and business re-engineering services and solutions, is actively seeking talented Customer Support Executives across its major delivery centers in India, including Pune, Mumbai, Chennai, Bengaluru, and Hyderabad. Tech Mahindra’s extensive client base spans various industries like telecommunications, banking, healthcare, and manufacturing, requiring robust customer interaction services. As a Customer Support Executive at Tech Mahindra, you will be the front-line voice or digital interface for clients’ customers, playing a crucial role in resolving queries, providing information, and ensuring a positive customer experience. This role offers an excellent entry point into the ITES/BPO sector, providing opportunities to develop strong communication skills and understand diverse business operations.

Roles and Responsibilities

A Customer Support Executive (CSE) at Tech Mahindra is responsible for handling customer interactions and resolving their issues or queries efficiently and effectively. The specific duties can vary based on the process (voice, non-voice, technical, domestic, international) and the client project.

Typical responsibilities for a Customer Support Executive at Tech Mahindra include:

• Customer Interaction:
  • Voice Process: Answering inbound calls from customers, addressing their concerns, providing information, and resolving issues over the phone.
  • Non-Voice Process: Responding to customer queries via email, chat, social media, or other digital channels, providing written solutions and information.
  • Outbound (less common for entry-level): Making calls to customers for follow-ups, feedback, or specific campaigns.
• Query Resolution & Troubleshooting:
  • Listening attentively to customer problems and understanding their needs.
  • Diagnosing and resolving customer issues related to products, services, billing, technical faults (for technical support roles), or account management.
  • Providing accurate and comprehensive information to customers.
  • Escalating complex issues to higher-level support or specialized teams when necessary, ensuring proper documentation and follow-up.
• Documentation & Reporting:
  • Accurately logging all customer interactions, issues, and resolutions in CRM (Customer Relationship Management) systems or other designated tools.
  • Maintaining customer records and updating information as required.
  • Adhering to quality standards and defined processes for all customer interactions.
• Product/Service Knowledge:
  • Continuously learning and staying updated on client products, services, policies, and procedures to provide informed assistance.
  • Applying knowledge acquired through training to deliver effective support.
• Customer Satisfaction & Compliance:
  • Striving to achieve high customer satisfaction ratings and meet key performance indicators (KPIs) such as average handling time (AHT), first call resolution (FCR), and quality scores.
  • Ensuring compliance with company policies, regulatory guidelines, and data privacy norms during all interactions.
  • Maintaining a polite, professional, and empathetic demeanor with customers.

Customer Support Executives are expected to be patient, possess excellent listening skills, have a service-oriented mindset, and be able to handle stressful situations with composure.

Salary and Benefits

Tech Mahindra offers a competitive salary and benefits package for Customer Support Executives in India, aligning with industry standards for the ITES/BPO sector. Compensation typically includes a fixed salary, performance-linked incentives, and standard benefits.

• Average Annual CTC (Cost to Company) in India:
  • For a Customer Support Executive (Fresher / 0-1 year experience): The typical annual CTC can range from ₹1.8 lakhs to ₹3 lakhs per annum. This often includes a base salary and a variable component based on performance metrics.
  • For a Customer Support Executive (1-3 years experience): The average annual CTC can range from ₹2.5 lakhs to ₹4 lakhs per annum.
  • For Senior Customer Support Executive / Team Lead (3+ years experience): The average annual CTC can range from ₹3.5 lakhs to ₹6 lakhs per annum, depending on the complexity of the process, technical expertise (for tech support), and team handling responsibilities.
  • Note: These figures are indicative and can vary based on factors like the specific client process (e.g., international voice processes often pay more than domestic non-voice), location, individual performance, and language proficiency (e.g., proficiency in specific foreign languages can command higher pay).
• Comprehensive Benefits and Perks: Tech Mahindra provides a range of benefits aimed at employee well-being and professional development.
  • Health & Wellness: Basic medical insurance coverage for employees, and often options for family coverage (either subsidized or paid).
  • Financial Security: Provident Fund (PF) and Gratuity as per statutory norms. Performance-based incentives or bonuses.
  • Transportation: For roles requiring night shifts or specific locations, cab facilities (pick-up/drop-off) are often provided.
  • Meal Vouchers/Subsidized Cafeteria: Many centers offer meal coupons or access to subsidized food facilities.
  • Learning & Development: Access to internal training programs for skill enhancement, product knowledge, and communication skills. Opportunities to learn new processes and potentially cross-skill.
  • Career Progression: Defined career paths within the customer service domain, allowing progression to Senior CSE, Team Lead, Quality Analyst, Trainer, Operations Manager, or even opportunities to move into other internal departments based on performance and skill development.
  • Employee Engagement: Various internal programs, contests, and recreational activities to foster a positive work environment.
  • Shift Allowances: Additional allowances for night shifts or rotational shifts.

Eligibility Criteria

Tech Mahindra looks for individuals with good communication skills, a customer-centric attitude, and the basic aptitude to learn and adapt.

• Educational Qualification:
  • Any Bachelor’s degree (B.A., B.Com, B.Sc., BBA, BCA, B.Tech) from a recognized university.
  • For some roles, particularly non-voice processes, a diploma with relevant experience may also be considered.
  • Candidates who have completed 10+2 (Intermediate) might be considered for specific entry-level roles, though a graduate degree is generally preferred.
• Experience:
  • For Freshers (0 years experience): Candidates with no prior work experience are highly encouraged to apply.
  • For Experienced Candidates (1-3 years): Prior experience in customer service, call center operations, BPO, or a related client-facing role is a significant advantage.
• Key Skills (Essential):
  • Communication Skills: Excellent verbal communication skills (for voice processes) and/or written communication skills (for non-voice processes) in English. Proficiency in regional languages (e.g., Hindi, Tamil, Telugu, Kannada) is often required for domestic processes.
  • Customer Service Orientation: A genuine desire to help customers and provide a positive experience.
  • Active Listening: Ability to listen carefully to customer needs and concerns.
  • Problem-Solving: Basic problem-solving and analytical abilities to diagnose and resolve issues.
  • Computer Literacy: Basic computer knowledge, including proficiency in MS Office (Word, Excel) and ability to navigate various software applications and CRM systems.
  • Typing Speed & Accuracy: Especially crucial for non-voice processes (minimum 25-30 WPM with 90% accuracy).
  • Adaptability & Learning Agility: Ability to quickly learn new processes, products, and systems.
  • Patience & Composure: Ability to remain calm and professional, even with difficult customers or during high-pressure situations.
• Key Skills (Desirable/Good to have):
  • Technical Aptitude: For Technical Support roles, basic understanding of IT concepts, networking, or specific software/hardware.
  • Prior BPO/Call Center Experience: Familiarity with call center metrics and operating environments.
  • Multilingual Skills: Proficiency in additional Indian or foreign languages (for international processes).

Application Process

The hiring process for Customer Support Executive roles at Tech Mahindra is typically straightforward and designed to quickly assess communication skills, aptitude, and basic technical abilities.

1. Online Application/Walk-in Interview:
   • Candidates can apply online through Tech Mahindra’s careers website or job portals. Many BPO/ITES roles also offer direct walk-in interviews at their recruitment centers.
   • Submit a clear Resume/CV highlighting educational qualifications, relevant skills, and any prior experience.
2. Initial Screening / HR Round:
   • A preliminary round, usually with an HR recruiter, to assess communication skills (especially English fluency), basic computer knowledge, and understanding of the job role. This often includes a self-introduction.
3. Communication Round (Voice & Accent / Versant Test):
   • For voice processes, this is a critical step. Candidates may undergo a voice and accent assessment or a standardized communication test like Versant. This evaluates fluency, grammar, pronunciation, and listening comprehension.
4. Aptitude Test (Basic):
   • A short aptitude test covering logical reasoning, quantitative ability, and sometimes basic grammar or comprehension.
5. Operations Round / Panel Interview:
   • Interview with an Operations Team Lead or Manager. This round assesses:
     • Customer Service Scenarios: How you would handle specific customer situations (e.g., an irate customer, a complex query, a billing dispute).
     • Problem-Solving: Your approach to troubleshooting and resolving issues.
     • Process Adherence: Your understanding of the importance of following procedures.
     • Motivation: Your interest in customer service and working in a BPO environment.
6. Client Interview (Optional):
   • For specific projects, especially international or high-value ones, there might be a final interview with the client’s representative to ensure a good fit.
7. Offer & Onboarding:
   • Successful candidates receive an offer letter. Background verification and document submission follow.

Preparation Tips:

• Practice Communication: Work on your English fluency, grammar, and pronunciation. If applicable, practice regional languages.
• Basic Computer Skills: Ensure you are comfortable with basic computer operations and common software (MS Office).
• Customer Service Mindset: Think about how you would handle various customer scenarios with empathy and professionalism.
• Listen Actively: Practice active listening to understand the core of the problem.
• Be Patient: Customer support can be demanding; demonstrate patience and a calm demeanor.
• Research Tech Mahindra: Understand Tech Mahindra as a company, its services, and its core values.
• Dress Professionally: Even for virtual interviews, dress smartly.

Conclusion

A career as a Customer Support Executive at Tech Mahindra in India offers a valuable entry point into the dynamic ITES/BPO industry. You will develop essential communication and problem-solving skills, gain exposure to diverse business processes, and have opportunities for significant career growth within the organization. If you are a natural communicator with a service-oriented approach and eager to kickstart your professional journey in a large, global company, Tech Mahindra provides an excellent platform to build a rewarding career in customer support.