Customer Experience Specialist – Voice & Chat

Location: Kolkata

Role: Team Member / Process Associate
Experience: 1–5 Years
Work Mode: 100% Work From Office
Working Days: 5 Days a Week
Shift: Rotational Shifts, including Night Shifts
Week-Offs: Rotational / Split Week-Offs

Job Overview

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

The ideal candidate should possess excellent English communication skills, strong problem-solving abilities, and a customer-first mindset. The candidate will be responsible for resolving customer queries, handling complaints, addressing billing and service-related concerns, and delivering a seamless customer experience while meeting established quality and productivity standards.

Key Responsibilities

• Handle inbound and outbound customer interactions through voice calls, webchat, messaging, email, and other support channels.

• Respond to customer queries and requests from customers or authorized third parties professionally and within defined timelines.

• Resolve customer complaints, billing concerns, service-related issues, and process-related queries.

• Manage live chat and messaging conversations from initiation to resolution while meeting response time and quality targets.

• Understand customer concerns, identify root causes, and provide appropriate and effective resolutions.

• Maintain accurate documentation of customer interactions, complaints, requests, and resolutions in designated systems.

• Perform back-office activities and administrative tasks during non-calling periods, as required.

• Take ownership of customer issues and ensure timely follow-ups and resolution.

• Handle vulnerable customers and priority cases with empathy, sensitivity, and professionalism, wherever applicable.

• Maintain customer confidentiality, data privacy, and compliance with organizational policies and process guidelines.

• Meet key performance indicators (KPIs), including customer satisfaction, quality, resolution rate, productivity, response time, and sales or retention targets, wherever applicable.

• Collaborate with team members and supervisors to ensure smooth operations and consistent service delivery.

Required Skills & Competencies

• Excellent English communication skills, both verbal and written.

• Strong customer service, complaint-handling, and problem-solving abilities.

• Good active listening, probing, articulation, and interpersonal skills.

• Ability to manage both voice and non-voice customer support channels.

• Strong ownership, negotiation, objection-handling, and conflict-resolution skills.

• Ability to multitask and switch efficiently between calls, chats, emails, and back-office activities.

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

• Customer-centric approach with the ability to manage challenging customer situations professionally.

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

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.

• 1–5 years of experience in customer service, customer support, or BPO operations.

• Must be comfortable working 100% from the office in Kolkata.

• Willingness to work in rotational shifts, including night shifts, and rotational or split week-offs.

Preferred Experience

• Experience handling international customers, particularly UK or Australian customers.

• Prior experience in utilities, energy, telecom, or related customer service processes.

• Exposure to voice and webchat operations, billing support, complaint management, and back-office activities.

Candidate Profile

Candidates should have a strong customer service orientation, excellent English communication skills, good problem-solving abilities, and the flexibility to work across multiple support channels and rotational shifts. Previous international BPO experience will be an added advantage.