Customer Service Process Associate – Voice & Webchat,
Gratitude IncCustomer Service Process Associate – Voice & Webchat,
Job Description
Key Skills
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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.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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