Customer Service Process Associate – Voice & Webchat
Gratitude IncCustomer Service Process Associate – Voice & Webchat
Job Description
Key Skills
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Job Title :Customer Service Process Associate – Voice & Webchat
Job Description : We are looking for a Customer Service Process Associate to handle customer interactions through voice, webchat, messaging, email, and back-office channels. The role involves resolving customer queries and complaints, handling billing and service-related issues, documenting interactions accurately, maintaining customer privacy, and achieving defined quality and productivity targets. The candidate should be comfortable working in a target-oriented environment with rotational shifts and rotational week-offs.
Experience : 1–5 Yrs
Location : Kolkata, West Bengal
Required Skills :
- Excellent English communication skills – verbal and written
- Strong customer service and complaint-handling skills
- Good active listening, probing, and articulation skills
- Strong multitasking, ownership, negotiation, and objection-handling skills
- Basic computer knowledge, typing, and system navigation skills
Key Responsibilities :
- Handle inbound and outbound customer interactions through voice, webchat, messaging, email, and back-office channels.
- Resolve customer complaints, billing queries, service issues, and process-related requests.
- Manage live chat and messaging interactions while meeting response time, quality, and resolution targets
- Accurately document customer interactions in the required systems.
- Evaluate customer concerns and provide appropriate solutions and resolutions
- Support back-office activities when not handling calls or chat
- Maintain customer privacy and follow process guidelines.
- Meet KPIs related to quality, customer satisfaction, resolution, response time, efficiency, and applicable sales/retention targets.
Qualifications :
- Minimum 15 years of regular full-time education (10+2+3).
- Graduates preferred.
- Undergraduates may be considered based on relevant customer service experience and process requirements.
- Comfortable working from office and in rotational/night shifts.
- Prior customer service, utilities, energy, telecom, UK, or Australian process experience is preferred.
Important Points :
- Ex TCS Employees can't apply
- PAN and DOB are required for profile creation
Role
Appeals Support Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-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.
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