Job Description

Customer Support Associate

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Location: New Town, Kolkata, West Bengal – 700160

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Work Arrangement: On-site

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Employment Type: Full-time

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Shift: 8:00 PM – 5:00 AM IST

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Number of Positions: 20

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Salary: ₹17,000 – ₹20,000 per month

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About the Company

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Norlox Solutions Pvt. Ltd. provides website design, digital marketing, graphic design, and IT consulting services to clients across diverse industries.

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We bring together professionals with expertise across multiple domains to deliver collaborative, high-quality solutions. Our work environment encourages professional development, teamwork, knowledge sharing, and exposure to a variety of client requirements and business domains.

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About the Role

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Norlox Solutions Pvt. Ltd. is looking for Customer Support Associates to join our customer support team in Kolkata.

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In this role, you will serve as a primary point of contact for customers, handling inquiries, service requests, and support issues through phone, email, and chat . You will assist with basic troubleshooting, document customer interactions in CRM or ticketing systems, and coordinate with internal teams to help resolve issues efficiently.

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You will also follow up on open cases, monitor customer feedback, contribute to FAQ or knowledge-base updates, and communicate recurring customer issues to relevant internal teams.

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Key Responsibilities

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- Handle customer inquiries and service requests through phone, email, and chat.
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- Provide clear, professional, and timely responses to customer concerns.
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- Perform basic troubleshooting for common product or service-related issues.
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- Create and maintain accurate records of customer interactions and support cases.
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- Escalate complex technical or service issues to the appropriate internal teams.
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- Follow up on open cases to help ensure timely resolution.
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- Identify recurring customer issues and share relevant observations with internal teams.
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- Assist with maintaining FAQs and knowledge-base documentation.
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- Maintain professional communication and a customer-focused approach.
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- Manage multiple customer cases while meeting applicable service and quality standards.
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Qualifications & Skills

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- Strong customer service skills and a service-oriented approach.
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- Valuable verbal and written communication skills.
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- Strong active listening and interpersonal skills.
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- Ability to understand customer concerns and provide appropriate assistance.
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- Basic technical troubleshooting and problem-solving ability.
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- Good analytical and organizational skills.
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- Comfortable working with CRM systems, ticketing platforms, email, and standard office applications.
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- Proficiency in spoken and written English.
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- Ability to work effectively in a team and coordinate with different departments.
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- Ability to work on-site in New Town, Kolkata.
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- Ability to work the stated 8:00 PM – 5:00 AM IST shift.
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- Prior customer service or customer support experience is preferred.
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- A diploma or bachelor's degree in any discipline is beneficial but not mandatory.
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Work Schedule & Compensation

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- Shift: 8:00 PM – 5:00 AM IST
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- Work Arrangement: On-site
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- Location: New Town, Kolkata – 700160
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- Salary Range: ₹17,000 – ₹20,000 per month
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- Open Positions: 20
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Application

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Interested candidates can apply through LinkedIn with their updated resume. Candidates whose qualifications and experience align with the role may be contacted for the next stage of the selection process.

📌 Customer Support Associate (Kolkata)
🏢 Norlox Solutions
📍 Kolkata