The Kolkata CSR Voice JD appears to be Customer Support Energy_Kol — Process Associate, Voice Skill. It covers inbound/outbound customer calls, complaints, utilities/customer support, documentation, back-office support, customer service, negotiation, ownership, and multitasking.

The Kolkata Webchat JD appears to be Customer Service Process Associate [WEBCHAT]_Kol. There is also a more detailed Webchat Agent – Australian Telecom_Kol JD for chat/messaging. Both cover chat/email or live chat support, written/verbal English, rotational shifts, WFO, customer query handling, quality, and international/UK/Australian customer exposure.

Yes, the two can be merged because both are customer service process associate roles for Kolkata, with the main difference being the channel: Voice vs Webchat/Messaging. A merged JD should position it as an omnichannel customer service role.

Merged JD: Customer Service Process Associate – Voice & Webchat, Kolkata

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 / Graduate preferred.

Undergraduates may be considered with relevant customer service experience, as per process requirement.

Comfortable with work from office, rotational shifts, night shifts, and rotational week-offs.

Job Description:

Handle customer interactions across voice, webchat, messaging, email, and back-office support as per process requirement.

Respond to inbound and outbound customer queries from customers or authorized third parties.

Resolve customer complaints, service-related queries, billing/service issues, and process-related requests.

Provide prompt, accurate, and professional responses to customer needs.

Manage live chat/messaging conversations end to end while maintaining response time, quality, and resolution targets.

Document all customer interactions accurately in required systems.

Support back-office activities whenever not handling calls/chats.

Evaluate customer issues, identify suitable solutions, and recommend the best resolution.

Manage vulnerable or priority customer tasks/processes where applicable.

Maintain customer privacy and ensure compliance with process guidelines.

Work in a target-oriented environment and meet KPIs such as resolution, quality, NPS/customer satisfaction, response time, efficiency, and sales/retention conversion where applicable.

Required Skills:

Excellent English communication skills, both written and verbal.

Strong customer service and complaint-handling skills.

Ability to handle both voice and non-voice channels.

Good active listening, probing, and articulation skills.

Strong ownership, negotiation, and objection-handling ability.

Ability to multitask and switch between calls, chats, email, and back-office tasks.

Good typing, system navigation, and basic computer skills.

Ability to work with international customers preferred.

Prior UK, Australian, utilities, energy, telecom, or customer service experience preferred.