Role: Customer Service Executive Webchat

Experience: 15 years

Location: Kolkata

Shift: 247 / Rotational Shifts

Education: Non-technical graduates with a minimum of 15 years of regular, full time education (10+2+3)

Education

- Minimum 15 years of regular, full-time education (10 + 2 + 3)
- Non-technical graduation
- Must have completed 15 years of regular education

Must Have Skills:

- Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice)
- Excellent written and spoken communication
- Hands-on experience in Voice, Email & Chat customer service support
- Experience handling customer enquiries, complaints, and escalations
- Strong customer handling and problem-solving skills
- Flexible to work in a 24x7 shift environment
- Open to working during weekends as per business requirements

Good To Have Skills:

- Prior experience supporting UK customers
- Experience in Utilities, Telecom, Banking, Retail, or similar industries
- Experience working in UK shift hours (BST/GMT)
- Strong coordination and interpersonal skills
- Exposure to Agile working methodology

Process Specific Responsibilities:

Customer Service Process Associate is responsible for delivering exceptional customer experience through Email and Chat support channels. The role involves handling customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations while ensuring adherence to quality, productivity, and compliance standards.

Key Responsibilities:

- Handle customer enquiries through Voice, Email, and Chat channels




- Resolve customer issues accurately and efficiently within defined timelines
- Deliver high levels of customer satisfaction and First Contact Resolution (FCR)
- Manage customer complaints and escalations with complete ownership
- Maintain accurate records of customer interactions in internal systems
- Meet quality, productivity, compliance, and customer experience targets
- Work directly with customers while adhering to project timelines and SLAs
- Follow Agile ways of working and support continuous improvement initiatives
- Collaborate with internal teams to ensure prompt issue resolution
- Ensure adherence to organizational policies and customer service standards

Education:

- Bachelor's Degree (Non-Technical Graduation)
- Minimum 15 years of regular education

Technical Skills:

- Experience in Customer Service, Contact Centre, or BPO Operations
- Knowledge of customer service processes and escalation management
- Familiarity with CRM and customer service tools
- Proficiency in MS Office applications

Soft Skills:

- Excellent English communication skills (written and verbal)
- Strong listening and questioning skills
- Customer-centric approach with strong interpersonal skills
- Analytical thinking and problem-solving ability
- Attention to detail and accuracy
- Ability to work in a fast-paced, deadline-driven environment

Preferred Qualifications:

- 1-5 years of experience in international customer service projects/processes
- Experience handling UK customers and international clients
- Prior experience in Webchat, Email Support, and Voice Processes
- Experience managing customer complaints and service recovery
- Exposure to customer satisfaction and quality metrics

📌 Walk-in || Customer Service Process Associate ( Webchat ) (Kolkata)
🏢 PRIMUS Global Technologies
📍 Kolkata