Customer Service Process Associate – Voice and Webchat

Gratitude Inc

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2 months ago

Customer Service Process Associate – Voice and Webchat

1-6 Year(s)

Kolkata (Kolkata)

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Job Description

Key Skills

Inbound BPO BPO Voice Process BPO Skills BPO Operations BPO industry BPO Recruitment BPO Hiring BPO Call center International BPO BPO/ITES bpo BPO call centre

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Job Title: Customer Service Process Associate – Voice and Webchat

Process Name: Customer Support Energy

Location: Kolkata

Work Mode: 5 Days Work From Office

Experience: 1 to 5 Years

Shift: Rotational shifts, split or 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 or service issues, and process-related requests

- Provide prompt, accurate, and professional responses to customer needs

- Manage live chat or 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 or chats

- Evaluate customer issues, identify suitable solutions, and recommend the best resolution

- Manage vulnerable or priority customer tasks or 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 or customer satisfaction, response time, efficiency, and sales or 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

How to Apply:

Interested candidates can share their updated resume for Kolkata location.

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FB/LinkedIn Caption Option:

HIRING: CUSTOMER SERVICE PROCESS ASSOCIATE - VOICE AND WEBCHAT

Location: Kolkata | 5 Days WFO

Experience: 1 to 5 Years

Shifts: Rotational including night shifts and week-offs

Role: Handle voice calls, webchat, email, and back-office support for Energy process

Skills: Excellent English, Customer Service, Multitasking, Complaint Handling

Preferred: Experience in UK, Australia, Utilities, Energy, Telecom

Apply now with updated resume

Role

Customer Service Executive

Timings

Rotational Shifts (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.

Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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