Customer Service Process Associate – Voice & Webchat
Gratitude IncCustomer Service Process Associate – Voice & Webchat
Job Description
Key Skills
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Customer Service Process Associate – Voice & Webchat
Job Title: Customer Service Process Associate – Voice & Webchat
Process: Customer Support Energy_Kol
Skill: Voice
Role: Team Member
Location: Kolkata
Experience: 1–5 years
Work Setup: 5 Days Work From Office
Shift: Rotational shifts, rotational/split week-offs, including 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, depending on process requirements.
Comfortable working from office and in rotational/night shifts.
Flexible with rotational week-offs.
Job Description
Handle customer interactions through voice, webchat, messaging, email, and back-office support as required.
Handle inbound and outbound customer queries from customers or authorized third parties.
Resolve customer complaints, billing/service issues, and process-related requests.
Provide accurate, professional, and timely resolutions.
Manage live chat and messaging conversations while meeting response time, quality, and resolution targets.
Accurately document customer interactions in the required systems.
Support back-office activities when not handling calls or chats.
Understand customer issues and provide appropriate solutions.
Handle vulnerable or priority customer processes where applicable.
Maintain customer privacy and follow process guidelines.
Meet KPIs such as resolution, quality, NPS/customer satisfaction, response time, efficiency, and sales/retention conversion, wherever applicable.
Required Skills
Excellent written and verbal English communication.
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 skills.
Ability to multitask across calls, chats, emails, and back-office activities.
Good typing, system navigation, and basic computer skills.
International customer experience is preferred.
Experience in UK, Australian, utilities, energy, telecom, or customer service is preferred.
Candidate Pre-Screening Questionnaire
Questionnaire: https://myglit.com/lateral/cref/bc1fff522c
Note: Filling out this form is mandatory for the recruitment process. Candidates who do not complete the questionnaire may not be considered for further processing.
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.
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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