Job Description: Customer Service Process Associate – Voice & Webchat

Job Title: Team Member – Customer Service
Location: Kolkata
Job Code: 387032
Experience: 1–5 Years
Work Mode: 5 Days Work From Office (WFO)
Shift: 24×7 Rotational Shifts, including night shifts
Week-Offs: Split/rotational week-offs

Job Purpose

We are looking for customer-focused Team Members to manage customer interactions across voice and non-voice channels, including webchat, messaging, email, and back-office support. The role involves resolving customer queries and complaints, providing accurate service-related information, maintaining customer satisfaction, and ensuring timely resolution while meeting process quality and productivity targets.

Key Responsibilities

• Handle customer interactions through inbound and outbound calls, webchat, messaging, email, and back-office support as required by the process.

• Respond to queries from customers and authorised third parties in a professional and timely manner.

• Resolve customer complaints, billing and service-related issues, and process-related requests.

• Provide accurate, prompt, and customer-friendly responses across all supported communication channels.

• Manage live chat and messaging conversations end to end while meeting response-time, quality, and resolution targets.

• Document customer interactions accurately in the designated systems.

• Support back-office activities during periods when calls or chats are not being handled.

• Assess customer concerns, identify suitable solutions, and recommend appropriate resolutions.

• Manage vulnerable or priority customer tasks and processes wherever applicable.

• Protect customer information and follow privacy, security, and process-compliance guidelines.

• Work in a target-driven environment and achieve KPIs relating to resolution, quality, customer satisfaction, NPS, response time, efficiency, and sales or retention conversion, where applicable.

• Demonstrate ownership of customer issues and ensure appropriate follow-up or escalation when required.

Eligibility Criteria

• Minimum 15 years of regular full-time education (10+2+3); graduation preferred.

• Undergraduates may be considered based on relevant customer-service experience and process requirements.

• Comfortable working from the office five days a week.

• Flexible to work in 24×7 rotational shifts, including night shifts.

• Willing to work split or rotational week-offs.

Required Skills

• Excellent English communication skills, both verbal and written.

• Strong customer-service and complaint-handling abilities.

• Ability to manage both voice and non-voice customer interactions.

• Good active listening, probing, articulation, and conversation-management skills.

• Strong ownership, negotiation, and objection-handling abilities.

• Ability to multitask and switch between calls, chats, emails, and back-office activities.

• Good typing speed, computer literacy, and system-navigation skills.

• Strong problem-solving, interpersonal, and customer-handling skills.

• Ability to work effectively in a target-oriented and fast-paced environment.

Preferred Experience

• International customer-service experience.

• UK or Australian customer-service process exposure.

• Utilities or energy-sector customer support experience.

• Telecom, hospitality, or related customer-service experience.

• Experience handling billing queries, complaints, service requests, and customer-retention interactions.

Work Environment

• 100% Work From Office – Kolkata.

• Five working days with split/rotational week-offs.

• 24×7 rotational shifts, including night shifts as applicable.

• Performance-driven environment with quality, customer satisfaction, response-time, and productivity targets.