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Job Title : Customer Service Process Associate – Voice & Webchat

Job Description : We are looking for a Customer Service Process Associate to handle customer interactions through voice, webchat, messaging, email, and back-office channels. The role involves resolving customer queries and complaints, handling billing and service-related issues, documenting interactions accurately, maintaining customer privacy, and achieving defined quality and productivity targets. The candidate should be comfortable working in a target-oriented environment with rotational shifts and rotational week-offs.

Experience : 1–5 Yrs

Location : Kolkata, West Bengal

Required Skills :

1. Excellent English communication skills – verbal and written

2. Strong customer service and complaint-handling skills

3. Good active listening, probing, and articulation skills

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

5. Basic computer knowledge, typing, and system navigation skills

Key Responsibilities :

- Handle inbound and outbound customer interactions through voice, webchat, messaging, email, and back-office channels.

- Resolve customer complaints, billing queries,



service issues, and process-related requests.
- Manage live chat and messaging interactions while meeting response time, quality, and resolution targets

- Accurately document customer interactions in the required systems.

- Evaluate customer concerns and provide appropriate solutions and resolutions

- Support back-office activities when not handling calls or chat

- Maintain customer privacy and follow process guidelines.

- Meet KPIs related to quality, customer satisfaction, resolution, response time, efficiency, and applicable sales/retention targets.

Qualifications :

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

- Graduates preferred.

- Undergraduates may be considered based on relevant customer service experience and process requirements.

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

- Prior customer service, utilities, energy, telecom, UK, or Australian process experience is preferred.

Significant Points :

- Ex TCS Employees can't apply
- PAN and DOB are required for profile creation

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