Role: Customer Service Process Associate – Voice & Webchat

Location: Kolkata
Experience: 1 to 5 Years
Work Mode: 5 Days Work from Office
Shifts: Rotational Shifts, Split/Rotational Week-offs, Night Shifts as Applicable

Eligibility

• Minimum 15 years of regular full-time education (10+2+3).

• Graduates preferred.

• Undergraduates may be considered with relevant customer service experience.

• Comfortable working from office, rotational shifts, night shifts, and rotational week-offs.

Job Description

• Handle customer interactions across Voice, Webchat, Messaging, Email, and Back-office support channels.

• Manage inbound and outbound customer queries professionally and efficiently.

• Resolve customer complaints, service requests, billing concerns, and account-related issues.

• Provide prompt, accurate, and customer-focused resolutions.

• Handle live chat and messaging interactions while meeting quality and response-time standards.

• Accurately document customer interactions in internal systems.

• Support back-office operations as required.

• Identify customer needs and recommend appropriate solutions.

• Maintain customer privacy and comply with all process guidelines.

• Meet key performance indicators (KPIs) related to quality, productivity, customer satisfaction, and resolution.

Required Skills

• Excellent English communication skills (Verbal & Written).

• Strong customer service and problem-solving abilities.

• Ability to handle both Voice and Non-Voice channels.

• Good active listening and customer engagement skills.

• Strong ownership, negotiation, and objection-handling capabilities.

• Ability to multitask across calls, chats, emails, and system applications.

• Good typing speed and computer proficiency.

• Experience with international customers (UK/Australian processes preferred).

• Prior experience in Telecom, Utilities, Energy, or Customer Support processes is an advantage.

Mandatory Questionnaire

Before your profile can be considered, please complete the questionnaire using the link below:

Questionnaire Link: https://myglit.com/lateral/cref/bc1fff522c

Note: Filling out this questionnaire is mandatory. Profiles without a completed questionnaire will not be processed further.