Customer Service Process Associate – Voice & Webchat

Job Title: Customer Service Process Associate – Voice & Webchat
Process: Customer Support Energy_Kol
Skill: Voice
Role: Team Member
Location: Kolkata
Experience: 1–5 years
Work Setup: 5 Days Work From Office
Shift: Rotational shifts, rotational/split week-offs, including 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, depending on process requirements.

• Comfortable working from office and in rotational/night shifts.

• Flexible with rotational week-offs.

Job Description

• Handle customer interactions through voice, webchat, messaging, email, and back-office support as required.

• Handle inbound and outbound customer queries from customers or authorized third parties.

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

• Provide accurate, professional, and timely resolutions.

• Manage live chat and messaging conversations while meeting response time, quality, and resolution targets.

• Accurately document customer interactions in the required systems.

• Support back-office activities when not handling calls or chats.

• Understand customer issues and provide appropriate solutions.

• Handle vulnerable or priority customer processes where applicable.

• Maintain customer privacy and follow process guidelines.

• Meet KPIs such as resolution, quality, NPS/customer satisfaction, response time, efficiency, and sales/retention conversion, wherever applicable.

Required Skills

• Excellent written and verbal English communication.

• 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 skills.

• Ability to multitask across calls, chats, emails, and back-office activities.

• Good typing, system navigation, and basic computer skills.

• International customer experience is preferred.

• Experience in UK, Australian, utilities, energy, telecom, or customer service is preferred.

Candidate Pre-Screening Questionnaire

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

Note: Filling out this form is mandatory for the recruitment process. Candidates who do not complete the questionnaire may not be considered for further processing.