Customer Service Executive-International Voice and Webchat
Gratitude IncCustomer Service Executive-International Voice and Webchat
Job Description
Key Skills
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Role: Customer Service Process Associate – Voice & Webchat
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.
Role
Customer Success Specialist
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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