Job Description: Customer Service Process Associate – Voice & Webchat

Job Title: Team Member – Customer Service
Location: Kolkata
Job Code: 387032
Experience: 1–5 Years
Work Mode: 5 Days Work From Office (WFO)
Shift: 24×7 Rotational Shifts, including night shifts
Week-Offs: Split/rotational week-offs

Job Purpose

We are looking for customer-focused Team Members to manage customer interactions across voice and non-voice channels, including webchat, messaging, email, and back-office support. The role involves resolving customer queries and complaints, providing accurate service-related information, maintaining customer satisfaction, and ensuring timely resolution while meeting process quality and productivity targets.

Key Responsibilities

- Handle customer interactions through inbound and outbound calls, webchat, messaging, email, and back-office support as required by the process.

- Respond to queries from customers and authorised third parties in a professional and timely manner.

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

- Provide accurate, prompt, and customer-friendly responses across all supported communication channels.

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

- Document customer interactions accurately in the designated systems.

- Support back-office activities during periods when calls or chats are not being handled.

- Assess customer concerns, identify suitable solutions, and recommend appropriate resolutions.

- Manage vulnerable or priority customer tasks and processes wherever applicable.

- Protect customer information and follow privacy, security, and process-compliance guidelines.

- Work in a target-driven environment and achieve KPIs relating to resolution, quality, customer satisfaction, NPS,



response time, efficiency, and sales or retention conversion, where applicable.

- Demonstrate ownership of customer issues and ensure appropriate follow-up or escalation when required.

Eligibility Criteria

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

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

- Comfortable working from the office five days a week.

- Flexible to work in 24×7 rotational shifts, including night shifts.

- Willing to work split or rotational week-offs.

Required Skills

- Excellent English communication skills, both verbal and written.

- Strong customer-service and complaint-handling abilities.

- Ability to manage both voice and non-voice customer interactions.

- Good active listening, probing, articulation, and conversation-management skills.

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

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

- Valuable typing speed, computer literacy, and system-navigation skills.

- Strong problem-solving, interpersonal, and customer-handling skills.

- Ability to work effectively in a target-oriented and fast-paced environment.

Preferred Experience

- International customer-service experience.

- UK or Australian customer-service process exposure.

- Utilities or energy-sector customer support experience.

- Telecom, hospitality, or related customer-service experience.

- Experience handling billing queries, complaints, service requests, and customer-retention interactions.

Work Environment

- 100% Work From Office – Kolkata.

- Five working days with split/rotational week-offs.

- 24×7 rotational shifts, including night shifts as applicable.

- Performance-driven environment with quality, customer satisfaction, response-time, and productivity targets.

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