Customer Service Process Associate
Gratitude IncCustomer Service Process Associate
Job Description
Key Skills
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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.
Role
Customer Service Executive
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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