Location: Kolkata

Designation: Team Member / Process Associate

Experience: 1–5 Years

Work Mode: 5 Days Work From Office (WFO)

Shift: Rotational Shifts, including Night Shifts

Week-Offs: Rotational / Split Week-Offs

We are looking for customer-focused professionals to join our Customer Support team in Kolkata. The role involves handling customer interactions across voice and non-voice channels, including inbound and outbound calls, webchat, messaging, email, and back-office support.

The ideal candidate should possess excellent communication skills, solid problem-solving abilities, and a customer-first approach to resolve queries and deliver a positive customer experience.

Key Responsibilities

- Handle inbound and outbound customer interactions through voice, webchat, messaging, and email channels.
- Address customer queries, complaints, billing issues, service requests, and other process-related concerns.
- Provide accurate, timely, and professional resolutions while ensuring customer satisfaction.
- Manage live chat and messaging conversations while meeting response time and resolution targets.
- Take ownership of customer issues and ensure effective end-to-end resolution.
- Maintain accurate records of customer interactions, transactions, and resolutions in the required systems.
- Perform back-office activities and documentation whenever required.
- Identify customer needs, evaluate concerns, and recommend appropriate solutions.
- Handle priority and vulnerable customer cases in accordance with process guidelines.
- Maintain customer confidentiality,



data privacy, and compliance with company policies.
- Achieve key performance indicators (KPIs), including quality, productivity, resolution rate, customer satisfaction, NPS, and sales/retention targets wherever applicable.

Required Skills & Competencies
- Excellent English communication skills (verbal and written).
- Strong customer service and complaint-handling abilities.
- Experience handling voice and non-voice customer support processes.
- Good active listening, probing, and problem-solving skills.
- Strong ownership, negotiation, and objection-handling abilities.
- Ability to multitask and manage multiple customer interactions.
- Good typing speed, computer proficiency, and system navigation skills.
- Ability to work in a target-driven and fast-paced environment.
- Strong interpersonal skills and a customer-centric attitude.

Eligibility Criteria
- 1–5 years of relevant customer service / customer support experience.
- Minimum 15 years of regular full-time education (10+2+3); graduates preferred.
- Undergraduates may be considered based on relevant experience and process requirements.
- Prior experience in UK, Australian, international customer support, utilities, energy, telecom, or billing processes will be an advantage.
- Must be comfortable working from the office, rotational shifts, night shifts, and rotational week-offs.

Interested candidates with strong communication and customer service skills are encouraged to apply. Pay: Up to ₹700,000.00 per year

Work Location: In person

📌 Customer Service Executive – Voice & Non-Voice Process (Kolkata)
🏢 Gratitude
📍 Kolkata