Urgent Hiring: Customer Service Process Associate – Voice & Web Chat

Job Description

We are looking for customer-oriented professionals to join a utilities customer-service operation in Kolkata. The role involves handling customer interactions across voice and digital channels, addressing service and billing enquiries, resolving complaints, and providing reliable customer support. Successful candidates should demonstrate strong communication, problem-solving, ownership, and multitasking skills while consistently meeting service and performance targets.

Job Details

• Location: Kolkata

• Experience: 1–5 years

• Work Mode: 5 Days Work From Office

• Shifts: Rotational shifts, including night shifts where required

• Week-offs: Split/rotational week-offs

• Role: Team Member

• Process: Voice & Digital Customer Support

Eligibility & Requirements

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

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

• Excellent English communication skills, both verbal and written.

• Experience in customer service, complaint handling, or contact centre operations.

• Ability to support customers through voice and non-voice channels, including calls, web chat, messaging, and email.

• Strong active listening, probing, articulation, and comprehension skills.

• Good negotiation, objection-handling, and customer-resolution abilities.

• Ability to multitask and navigate between customer interactions and back-office activities.

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

• Comfortable working onsite, rotational shifts, night shifts, and rotational week-offs.

• International customer service experience is preferred.

Key Responsibilities

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

• Provide support through phone, web chat, messaging, email, and back-office channels as required.

• Resolve customer complaints, billing concerns, service-related enquiries, and process requests professionally.

• Understand customer needs, assess concerns, and recommend appropriate solutions.

• Manage live chat and messaging conversations from initiation to resolution while maintaining response-time and quality standards.

• Demonstrate ownership of customer issues and ensure appropriate follow-through until resolution.

• Apply negotiation and objection-handling skills to manage difficult conversations and support retention where applicable.

• Maintain accurate customer records, interaction notes, and case documentation.

• Complete back-office support activities when not handling calls or digital interactions.

• Handle vulnerable or priority customer cases in line with established procedures, where applicable.

• Protect customer information and comply with privacy, security, and process guidelines.

• Meet operational targets covering quality, customer satisfaction, resolution, productivity, response time, and sales or retention conversion where applicable.

Preferred Experience

Candidates with experience in any of the following areas will be an advantage:

• International voice or non-voice customer service.

• UK or Australian customer support.

• Utilities, electricity and gas, or energy customer service.

• Telecommunications or related service-based industries.

• Billing support, complaint management, and customer retention.