Role: Customer Service Process Associate – Voice & Webchat
Location: Kolkata
Experience: 1 to 5 Years
Work Mode: 5 Days Work From Office
Shifts: Rotational Shifts, Split/Rotational Week-offs, Night Shifts as Applicable
Eligibility
- Minimum 15 years of regular full-time education (10+2+3).
- Graduates preferred.
- Undergraduates may be considered with relevant customer service experience.
- Comfortable working from office, rotational shifts, night shifts, and rotational week-offs.
Job Description
- Handle customer interactions across Voice, Webchat, Messaging, Email, and Back-office support channels.
- Manage inbound and outbound customer queries professionally and efficiently.
- Resolve customer complaints, service requests, billing concerns, and account-related issues.
- Provide prompt, accurate, and customer-focused resolutions.
- Handle live chat and messaging interactions while meeting quality and response-time standards.
- Accurately document customer interactions in internal systems.
- Support back-office operations as required.
- Identify customer needs and recommend appropriate solutions.
- Maintain customer privacy and comply with all process guidelines.
- Meet key performance indicators (KPIs) related to quality, productivity, customer satisfaction, and resolution.
Required Skills
- Excellent English communication skills (Verbal & Written).
- Strong customer service and problem-solving abilities.
- Ability to handle both Voice and Non-Voice channels.
- Good active listening and customer engagement skills.
- Strong ownership, negotiation, and objection-handling capabilities.
- Ability to multitask across calls, chats, emails, and system applications.
- Good typing speed and computer proficiency.
- Experience with international customers (UK/Australian processes preferred).
- Prior experience in Telecom, Utilities, Energy, or Customer Support processes is an advantage.
Mandatory Questionnaire
Before your profile can be considered, please complete the questionnaire using the link below:
Questionnaire Link: https://myglit.com/lateral/cref/bc1fff522c
Note: Filling out this questionnaire is mandatory. Profiles without a completed questionnaire will not be processed further.
Pay: ₹600,000.00 - ₹700,000.00 per year
Work Location: In person
