Customer Experience Associate – Voice & Chat Support

Location: Kolkata

Experience: 1–5 Years
Work Mode: Work From Office (WFO)
Shift: Rotational Shifts, including Night Shifts
Working Days: 5 Days a Week with Rotational Week-offs

Job Description

We are looking for enthusiastic and customer-focused professionals to join our Customer Experience team as Process Associates – Voice & Webchat. The role involves handling customer interactions across multiple communication channels, including inbound and outbound calls, webchat, messaging, email, and back-office support.

The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a customer-first approach to resolving queries and delivering a positive customer experience.

Key Responsibilities

• Handle inbound and outbound customer interactions through voice, webchat, messaging, and email.

• Address customer queries, complaints, billing concerns, service requests, and other process-related issues.

• Provide accurate, prompt, and professional resolutions while ensuring customer satisfaction.

• Manage multiple live chat and messaging conversations while meeting response time and quality standards.

• Take ownership of customer issues and ensure effective resolution within defined timelines.

• Identify customer requirements, investigate concerns, and recommend appropriate solutions.

• Maintain accurate records of customer interactions, resolutions, and follow-up activities in internal systems.

• Support back-office and administrative activities as required.

• Handle priority or vulnerable customer cases in accordance with process guidelines.

• Maintain customer confidentiality and comply with company policies and operational procedures.

• Achieve key performance indicators (KPIs), including quality, productivity, customer satisfaction, resolution rates, and response time.

Required Skills & Competencies

• Excellent English communication skills (verbal and written).

• Strong customer service and complaint-handling abilities.

• Experience in voice and non-voice customer support processes.

• Good active listening, probing, and problem-solving skills.

• Strong ownership, negotiation, and objection-handling abilities.

• Ability to multitask and manage multiple customer interactions.

• Good typing speed, computer literacy, and system navigation skills.

• Ability to work in a target-driven and fast-paced environment.

• Strong interpersonal skills and a customer-centric mindset.

Preferred Experience

• Prior experience in UK, Australian, or international customer support processes.

• Experience in utilities, energy, telecom, billing, or service-related processes.

• Exposure to webchat, email, messaging, and back-office operations.

Eligibility Criteria

• 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.

• Candidates must be comfortable working from the office in Kolkata.

• Must be flexible to work in rotational shifts, including night shifts, and rotational week-offs.

If you have strong communication skills and a passion for delivering excellent customer service, we encourage you to apply!