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Job Title :Customer Service Process Associate – Voice & Webchat

Job Description : We are looking for a Customer Service Process Associate to handle customer interactions through voice, webchat, messaging, email, and back-office channels. The role involves resolving customer queries and complaints, handling billing and service-related issues, documenting interactions accurately, maintaining customer privacy, and achieving defined quality and productivity targets. The candidate should be comfortable working in a target-oriented environment with rotational shifts and rotational week-offs.

Experience : 1–5 Yrs

Location : Kolkata, West Bengal

Required Skills  : 

1. Excellent English communication skills – verbal and written
   
2. Strong customer service and complaint-handling skills
   
3. Good active listening, probing, and articulation skills
   
4. Strong multitasking, ownership, negotiation, and objection-handling skills
   
5. Basic computer knowledge, typing, and system navigation skills
   
   

Key Responsibilities : 

• Handle inbound and outbound customer interactions through voice, webchat, messaging, email, and back-office channels.
  
• Resolve customer complaints, billing queries, service issues, and process-related requests.
• Manage live chat and messaging interactions while meeting response time, quality, and resolution targets
  
• Accurately document customer interactions in the required systems.
  
• Evaluate customer concerns and provide appropriate solutions and resolutions
  
• Support back-office activities when not handling calls or chat
  
• Maintain customer privacy and follow process guidelines.
  
• Meet KPIs related to quality, customer satisfaction, resolution, response time, efficiency, and applicable sales/retention targets.
  
  

Qualifications : 

• 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.
  
• Comfortable working from office and in rotational/night shifts.
  
• Prior customer service, utilities, energy, telecom, UK, or Australian process experience is preferred.

Important Points  : 

• Ex TCS Employees can't apply
• PAN and DOB are required for profile creation