Job Description: Customer Service Associate / Customer Service Coordinator
Company: KVARYS International Private Limited
Location: Ballygunge Place, Kolkata
Employment Type: Full-Time
Overview:
The Customer Service Coordinator / Associate will be responsible for managing customer communications across phone, WhatsApp, and social media channels. The role demands strong communication skills, patience, and a customer-centric attitude to ensure every client receives prompt and professional service.
Key Responsibilities:
- Attend customer calls on the official company phone and provide courteous, efficient assistance.
- Listen patiently to customer queries and address them with professionalism and empathy.
- Manage dissatisfied customers tactfully, de-escalating issues and ensuring a positive service recovery.
- Assist customers in placing orders and navigating the company’s mobile application.
- Coordinate with the sales team to investigate issues and provide timely, satisfactory resolutions.
- Monitor and promptly respond to customer queries received via WhatsApp and the company’s official social media handles.
- Ensure all customer queries are acknowledged and resolved in a timely manner — no inquiry should go unanswered.
- Maintain a structured tracker recording customer details, issues raised, and resolutions provided.
- Contact customers providing 4-star or below reviews, understand their concerns, offer resolutions, and encourage them to revise their feedback to a 5-star rating.
- Proactively identify and manage escalations from dissatisfied or high-risk customers, taking ownership to resolve concerns effectively and prevent customer churn or loss of business.
- Assess the severity of customer complaints and escalate critical issues to the appropriate internal teams while ensuring continuous follow-up until closure.
- Build trust with disgruntled customers through empathetic communication, offering suitable solutions, compensations, or service recovery actions to retain long-term relationships.
- Initiate outbound calls to newly registered customers who have downloaded the company’s mobile application, guiding them through the platform features and service offerings.
- Drive conversion of new users into paying customers by promoting ongoing offers, discounts, and service benefits, with a focus on increasing bookings for massage therapy services.
- Identify upselling and cross-selling opportunities during customer interactions, aligning recommendations with customer needs to enhance overall revenue generation.
Qualifications & Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in handling customer communication tools (calls, WhatsApp, CRM, and social media).
- Patience, empathy, and a positive attitude towards customer service.
- Prior experience in a customer support (including escalation management), client relations or customer success role preferred.
Timing:
11:30 am to 8:30 pm (One Rotational Weekly Off)
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Application Question(s):
- This post is only open for the applicants from Kolkata and not for outstation candidates. Kindly confirm if you are a resident of Kolkata.
- This is a Work from Office position. Are you comfortable travelling to Ballygunge in South Kolkata for the job?
- This role requires strong communication skills in English. Are you comfortable communicating effectively in spoken English?
- How many years of prior experience do you have in customer support? Please don't apply if you are a fresher or have experience of less than 3 years.
Work Location: In person
