Department: Customer Support

Experience: 0–2 years

Location: New Town, Kolkata

Work Mode: On-Site

Job Summary:

We are looking for a friendly, customer-focused Customer Support Associate to join our team. The ideal candidate will be responsible for assisting customers, resolving their queries, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities:

- Handle customer queries through phone, email, chat, and other support channels.
- Understand customer concerns and provide accurate and timely solutions.
- Resolve complaints professionally while maintaining a positive customer experience.
- Follow up with customers to ensure issues are resolved satisfactorily.
- Maintain accurate records of customer interactions and resolutions.
- Coordinate with internal teams to resolve complex customer issues.
- Escalate unresolved or critical issues to the appropriate department.
- Follow company policies, procedures, and customer service standards.
- Meet assigned customer service, response-time, and resolution targets.
- Collect and communicate customer feedback to relevant teams.
- Maintain a professional and courteous approach in all customer interactions.

Requirements:





- Bachelor's degree or equivalent qualification preferred.
- 0–2 years of experience in customer service/support; freshers may also apply.
- Valuable verbal and written communication skills.
- Strong problem-solving and interpersonal skills.
- Basic knowledge of MS Office/Google Workspace.
- Ability to multitask and work effectively in a fast-paced environment.
- Customer-oriented attitude with patience and a positive approach.
- Ability to work independently as well as part of a team.

Preferred Skills:

- Experience with CRM
- Knowledge of chat and email support processes.
- Good typing and documentation skills.
- Ability to handle difficult customers professionally.
- Willingness to work in rotational shifts, if required.

Key Performance Indicators (KPIs):

- Customer Satisfaction (CSAT)
- First Response Time
- Resolution Time
- First Contact Resolution (FCR)
- Ticket/Query Resolution Rate
- Quality of Customer Interactions

What We Offer:

- Competitive salary
- Professional growth opportunities
- Training and development
- Supportive work environment
- Performance-based incentives, where applicable

***Fresher can apply.

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