Customer Service Process Associate [Webchat]/Voice - Kolkata
Gratitude IncCustomer Service Process Associate [Webchat]/Voice - Kolkata
Job Description
Key Skills
2 candidate(s) have already applied for this Job. Apply now
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.
Role
Customer Service Executive
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Chat
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?
Get the Best Jobs
on your Fingertips
Similar Jobs
Delivery Excellence & Transformation Lead
Gratitude Inc12 - 15 Year(s)
Confidential
Pune, India
Purchase Order Processing Lead – P2P
Gratitude Inc5 - 12 Year(s)
₹ 1 - ₹ 1.1 Lacs p.m
Kolkata, India
Talent Acquisition Recruiter
Gratitude Inc6 - 10 Year(s)
₹ 80 - ₹ 100 Thousand p.m
Mumbai, India
Delivery Manager C2C -MNC IT Company- Nagpur
Gratitude Inc10 - 15 Year(s)
₹ 120 - ₹ 160 Thousand p.m
Nagpur, India
Contractual Lifecycle management Analyst
Gratitude Inc2 - 4 Year(s)
₹ 50 - ₹ 55 Thousand p.m
Bangalore, India
1 - 5 Year(s)
₹ 80 - ₹ 90 Thousand p.m
Noida, India
4 - 8 Year(s)
Confidential
Hyderabad, India
10 - 15 Year(s)
₹ 120 - ₹ 200 Thousand p.m
Bangalore, India
Quality Analyst
Gratitude Inc5 - 8 Year(s)
₹ 60 - ₹ 75 Thousand p.m
Hyderabad, India
1 - 3 Year(s)
₹ 70 - ₹ 95 Thousand p.m
Hyderabad, India