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 skilled 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 recent users into paying custo

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