Customer Service Process Associate – Voice & Webchat

Job Title: Customer Service Process Associate – Voice & Webchat
Process: Customer Support Energy_Kol
Skill: Voice
Role: Team Member
Location: Kolkata
Experience: 1–5 years
Work Setup: 5 Days Work From Office
Shift: Rotational shifts, rotational/split week-offs, including night shifts as applicable

Eligibility

- Minimum 15 years of regular full-time education (10+2+3) .

- Graduates preferred.

- Undergraduates may be considered with relevant customer service experience, depending on process requirements.

- Comfortable working from office and in rotational/night shifts.

- Versatile with rotational week-offs.

Job Description

- Handle customer interactions through voice, webchat, messaging, email, and back-office support as required.

- Handle inbound and outbound customer queries from customers or authorized third parties.

- Resolve customer complaints, billing/service issues, and process-related requests.

- Provide accurate, professional, and timely resolutions.

- Manage live chat and messaging conversations while meeting response time, quality, and resolution targets.

- Accurately document customer interactions in the required systems.

- Support back-office activities when not handling calls or chats.





- Understand customer issues and provide appropriate solutions.

- Handle vulnerable or priority customer processes where applicable.

- Maintain customer privacy and follow process guidelines.

- Meet KPIs such as resolution, quality, NPS/customer satisfaction, response time, efficiency, and sales/retention conversion , wherever applicable.

Required Skills

- Excellent written and verbal English communication.

- Strong customer service and complaint-handling skills.

- Ability to handle both voice and non-voice channels .

- Good active listening, probing, and articulation skills.

- Strong ownership, negotiation, and objection-handling skills.

- Ability to multitask across calls, chats, emails, and back-office activities.

- Good typing, system navigation, and basic computer skills.

- International customer experience is preferred.

- Experience in UK, Australian, utilities, energy, telecom, or customer service is preferred.

Candidate Pre-Screening Questionnaire

Questionnaire:

Note: Filling out this form is mandatory for the recruitment process. Candidates who do not complete the questionnaire may not be considered for further processing.

📌 Customer Service Process Associate - & Webchat (Kolkata)
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📍 Kolkata