CUSTOMER SERVICE PROCESS ASSOCIATE – VOICE & WEBCHAT

Role: Team Member

Location: Kolkata

Experience: 1–5 Years

Work Mode: 5 Days Work From Office

Shifts: Rotational shifts, split/rotational week-offs, night shifts as applicable

Job Code: 387032

Eligibility Criteria

- 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.