Customer Service Process Associate – Voice & Webchat

Kolkata | 5 Days Work From Office | Rotational Shifts (incl. nights) | 1–5 Years Experience

About the Role
Become the frontline ambassador for our global customers. In this dynamic role, you’ll field interactions across voice, webchat, messaging, and email—turning questions into solutions and complaints into loyalty. Whether you’re guiding a customer through a billing query, resolving a service issue, or managing a live chat thread, your empathy, clarity, and problem-solving skills will define the experience. You’ll work from our Kolkata office on a rotational shift pattern (including nights and split/rotational week-offs), adapting to a fast-paced, target-driven environment that values quality, ownership, and continuous growth.


What You’ll Do

Handle Every Channel with Care: Seamlessly move between voice calls, webchat, messaging, email, and back-office tasks based on process needs.


Resolve at First Touch: Respond to inbound/outbound queries from customers and authorised third parties—think billing, service, complaints, and account requests.


Deliver Excellence in Real Time: Manage live chat and messaging conversations end-to-end, meeting response time, quality, and resolution targets while keeping the tone professional and warm.


Document & Follow Through: Accurately log all interactions, perform back-office activities when not on live channels, and maintain meticulous records.


Solve & Recommend: Diagnose issues, identify the best solution, and confidently recommend it to the customer—even when conversations involve sensitive or vulnerable individuals.


Meet Targets with Integrity: Achieve KPIs around resolution, quality, NPS/satisfaction, efficiency, and (where applicable) sales or retention conversion, all while safeguarding customer privacy and process compliance.


What You’ll Bring

Communication Mastery: Excellent English written and verbal skills—you articulate clearly, listen actively, and probe intelligently.


Customer-Centric Instincts: Proven complaint-handling and service skills; you take ownership, negotiate with tact, and handle objections smoothly.


Channel Agility: Comfortable on both voice and non-voice platforms (chat, email, messaging); you switch contexts without breaking a sweat.


Multitasking Prowess: Strong typing, system navigation, and basic computer skills; you can juggle multiple interactions and back-office tasks effortlessly.


Experience Edge (Preferred): Background in UK, Australian, utilities, energy, telecom, or international customer service is a strong plus.


Eligibility: Minimum 15 years of continuous full-time education (10+2+3) — graduates preferred; undergraduates with relevant customer service experience will be considered.


Schedule Flexibility: Fully comfortable with work-from-office, rotational shifts (including nights), and rotational/split week-offs.


Why Join Us
You’ll be part of a supportive, high-energy team where your voice is heard and your career path is taken seriously. We offer structured training, exposure to global processes, and a culture that recognises initiative. From utilities to energy to telecom, the variety keeps every day fresh. Here, your ability to turn a frustrated caller into a loyal promoter is celebrated—and measured.


How to Apply
If you’re ready to bring your communication flair and problem-solving grit to a role that truly impacts customer lives, we want to hear from you. Reference Job Code – 387032 when you apply, and take the next step toward a rewarding career in customer service.