Customer Service Process Associate [Webchat]/Voice - Kolkata

Customer Service Process Associate – Voice & Webchat

Kolkata | 5 Days Work From Office | Rotational Shifts (incl. nights) | 1–5 Years Experience

About the Role
Be the voice, the chat, and the solution. As a Customer Service Process Associate, you’ll serve as the frontline connection for international customers across voice, webchat, messaging, and email—turning every interaction into a positive, resolution-focused experience. You’ll work from our Kolkata office in a dynamic, target-driven environment that values empathy, ownership, and the ability to switch seamlessly between channels. Whether you’re resolving a billing query, guiding a vulnerable customer, or managing a live chat thread, your communication flair and problem-solving mindset will help us deliver service that truly stands out.

What You’ll Do

• Handle It All: Manage inbound and outbound customer queries via voice, webchat, messaging, and email, plus provide back-office support as needed—keeping every interaction prompt, accurate, and professional.

• Resolve with Confidence: Address complaints, service issues, billing questions, and process-related requests. Evaluate problems, identify the best solutions, and recommend resolutions that leave customers feeling heard and helped.

• Master the Channels: Juggle live chat and messaging conversations end-to-end while hitting response-time, quality, and resolution targets. When you’re not on calls or chats, you’ll tackle back-office tasks with the same meticulous care.

• Care for Vulnerable Customers: Handle priority or sensitive cases with extra empathy, ensuring privacy, compliance, and a human touch that builds trust.

• Document & Comply: Accurately log all interactions in our systems, keep data secure, and follow every process guideline to the letter.

• Drive Performance: Thrive in a target-oriented environment, meeting KPIs for resolution, quality, customer satisfaction (NPS), response time, efficiency, and—where applicable—sales or retention conversion.

What You’ll Bring

• Communication Excellence: Top-notch English skills, both written and verbal. You listen actively, probe intelligently, articulate clearly, and adapt your tone to suit each customer.

• Customer-Centric Instincts: A natural problem-solver with strong complaint-handling, negotiation, and objection-handling skills. You take full ownership and never leave a customer hanging.

• Multitasking Agility: The ability to switch effortlessly between calls, chats, emails, and back-office duties—typing quickly, navigating systems, and staying organized under pressure.

• Tech & Tools: Good typing speed, basic computer literacy, and comfort picking up new systems fast.

• Global Exposure (Preferred): Experience working with international customers—especially from the UK, Australia, or within utilities, energy, or telecom—is a strong advantage.

• Eligibility: A minimum of 15 years of regular full-time education (10+2+3). Graduates are preferred; undergraduates with relevant customer service experience may be considered as per process requirements.

• Flexibility: Fully comfortable with work from office, rotational shifts (including nights), and rotational/split week-offs.
  
  

Why Join Us
You’ll be part of a supportive, high-energy team that’s as serious about your growth as it is about customer happiness. We invest in continuous training, offer clear career paths, and celebrate every win—big or small. Your role will expose you to global energy and utilities brands, sharpen your digital communication skills, and give you the autonomy to make real decisions. Here, every day is an opportunity to turn a challenge into a loyal customer, and we’ll be right there with you.

How to Apply
Ready to bring your voice and versatility to a team that values both? Apply today with your updated CV, and if you have experience in international energy, utilities, or telecom support, make sure to highlight it. We can’t wait to meet you.