Customer Support Associate – Voice & Webchat

Location: Kolkata
Role: Team Member / Process Associate
Experience: 1–5 Years
Work Mode: 100% Work From Office
Working Days: 5 Days a Week
Shift: Rotational Shifts, including Night Shifts as applicable
Week-Offs: Rotational / Split Week-Offs

Job Description

We are looking for customer-focused professionals to join our Customer Experience team in Kolkata as Customer Support Associates – Voice & Webchat. The role involves handling customer interactions across multiple communication channels, including inbound and outbound calls, webchat, messaging, email, and back-office support.

The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a customer-first approach, with the ability to manage customer queries, complaints, and service-related requests efficiently while maintaining high-quality service standards.

Key Responsibilities

• Handle inbound and outbound customer interactions across voice, webchat, messaging, email, and other support channels as per business requirements.

• Respond to customer queries and requests from customers or authorized third parties in a professional and timely manner.

• Resolve customer complaints, billing concerns, service-related issues, and general process queries.

• Manage live chat and messaging conversations from initiation to resolution while maintaining response time and quality standards.

• Understand customer concerns, identify root causes, and provide appropriate resolutions.

• Maintain accurate records of customer interactions, complaints, and resolutions in the designated systems.

• Support back-office activities and administrative tasks during non-calling periods.

• Demonstrate ownership of customer issues and ensure timely follow-up and resolution.

• Handle vulnerable customers and priority cases with empathy and appropriate attention, wherever applicable.

• Maintain customer confidentiality, data privacy, and compliance with organizational policies and process guidelines.

• Achieve key performance indicators (KPIs), including customer satisfaction, quality, resolution rate, productivity, response time, and sales or retention targets wherever applicable.

• Work collaboratively with team members and supervisors to ensure smooth operations and a consistent customer experience.

Required Skills & Competencies

• Excellent English communication skills, both verbal and written.

• Strong customer service, complaint management, and problem-solving abilities.

• Good active listening, probing, articulation, and interpersonal skills.

• Ability to handle both voice and non-voice customer support channels.

• Strong ownership, negotiation, objection-handling, and conflict-resolution skills.

• Ability to multitask and efficiently switch between calls, chats, emails, and back-office activities.

• Good typing speed, computer literacy, and system navigation skills.

• Customer-centric approach with the ability to handle challenging situations professionally.

• Ability to work in a target-driven and fast-paced environment.

Eligibility Criteria

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

• Undergraduates may be considered based on relevant customer service experience and process requirements.

• 1–5 years of experience in customer service, customer support, or BPO operations.

• Candidates must be comfortable working from the office in Kolkata.

• Willingness to work in rotational shifts, including night shifts, and rotational or split week-offs.

Preferred Experience

• Experience handling international customers, particularly UK or Australian customers.

• Prior experience in utilities, energy, telecom, or related customer service processes.

• Exposure to voice and webchat operations, billing support, complaint handling, and back-office activities.

Interested candidates should have strong customer service orientation, excellent English communication skills, and the flexibility to work across multiple support channels and rotational shifts