Customer Service Process Associate

Gratitude Inc

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1 month ago

Customer Service Process Associate

1-5 Year(s)

₹ 55 - ₹ 65 Thousand p.m

Kolkata

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Job Description

Key Skills

Customer Engagement typing skills Problem-Solving Skills Excellent written and oral communications 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).
Graduates preferred.
Undergraduates may be considered with relevant customer service experience.
Comfortable working from office, rotational shifts, night shifts, and rotational week-offs.

Job Description

Handle customer interactions across Voice, Webchat, Messaging, Email, and Back-office support channels.
Manage inbound and outbound customer queries professionally and efficiently.
Resolve customer complaints, service requests, billing concerns, and account-related issues.
Provide prompt, accurate, and customer-focused resolutions.
Handle live chat and messaging interactions while meeting quality and response-time standards.
Accurately document customer interactions in internal systems.
Support back-office operations as required.
Identify customer needs and recommend appropriate solutions.
Maintain customer privacy and comply with all process guidelines.
Meet key performance indicators (KPIs) related to quality, productivity, customer satisfaction, and resolution.

Required Skills

Excellent English communication skills (Verbal & Written).
Strong customer service and problem-solving abilities.
Ability to handle both Voice and Non-Voice channels.
Good active listening and customer engagement skills.
Strong ownership, negotiation, and objection-handling capabilities.
Ability to multitask across calls, chats, emails, and system applications.
Good typing speed and computer proficiency.
Experience with international customers (UK/Australian processes preferred).
Prior experience in Telecom, Utilities, Energy, or Customer Support processes is an advantage.

Mandatory Questionnaire

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Role

Customer Service Executive

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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