Hiring: Customer Service Associate – Voice & Digital Support

Your communication skills can create better customer experiences. Take the next step in your customer service career!

We are hiring enthusiastic and customer-focused professionals for a dynamic utilities customer-service operation in Kolkata. This opportunity is ideal for individuals who can confidently handle customer interactions across voice and digital channels, resolve service concerns, and deliver effective solutions. If you have strong communication skills, a customer-first mindset, and the ability to manage multiple tasks in a fast-paced environment, we would like to hear from you.

Job Details

• Location: Kolkata

• Experience: 1–5 years

• Role: Team Member

• Process: Voice & Digital Customer Support

• Work Arrangement: 5 Days Work From Office

• Shifts: Rotational shifts, including night shifts as required

• Week-offs: Split / Rotational

Who Can Apply?

• Candidates with at least 15 years of regular full-time education (10+2+3); graduates preferred.

• Undergraduates with relevant customer service experience may be considered, subject to process requirements.

• 1–5 years of experience in customer service, contact centre, or related support operations.

• Excellent spoken and written English communication skills.

• Strong customer-handling, active listening, probing, and problem-solving abilities.

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

• Good negotiation, objection-handling, and complaint-resolution skills.

• Comfortable using computers, customer support systems, and multiple applications.

• Good typing and multitasking skills.

• Willingness to work onsite, rotational shifts, night shifts, and rotational week-offs.

What Will You Do?

• Handle inbound and outbound customer calls and respond to enquiries from customers or authorised third parties.

• Support customers through voice, web chat, messaging, email, and back-office activities as required.

• Address billing enquiries, service concerns, complaints, and account-related requests.

• Understand customer issues, identify appropriate solutions, and provide clear and timely resolutions.

• Manage live chat and messaging conversations while maintaining response times and service quality.

• Take ownership of customer concerns and ensure proper follow-up and resolution.

• Use effective communication, negotiation, and objection-handling techniques to manage challenging interactions.

• Support customer retention and service recovery initiatives where applicable.

• Maintain accurate records of customer interactions, actions taken, and case outcomes.

• Follow customer privacy, data protection, and operational compliance guidelines.

• Meet performance expectations for quality, productivity, customer satisfaction, resolution, and service levels.

Experience That Will Give You an Advantage

• International customer service experience.

• UK or Australian customer support exposure.

• Utilities, electricity and gas, or energy account experience.

• Telecom or other service-based customer support.

• Experience in billing, complaints, retention, or back-office operations.