Department: Customer Support

Experience: 0–2 years

Location: Recent Town, Kolkata

Work Mode: In office

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 (India)
🏢 Norlox Solutions
📍 India