Customer Service Process Associate – Voice & Webchat

Gratitude Inc

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5 days ago

Customer Service Process Associate – Voice & Webchat

1-5 Year(s)

Kolkata

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Job Description

Key Skills

Multitasking typing skills Strong English Communication Skills Basic computer skills Excellent communication skills - written and verbal Deep understanding of service excellence & complaint handling

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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

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