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.
- 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.
- Drive conversion of new users into paying custo

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