Customer Service Process Associate – Voice and Webchat

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