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.

Customer Service Process Associate – Voice & Webchat, Kolkata

Role: Team Member

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.
  

Job Code - 387032