Customer Support Associate – Voice & Webchat

Location: Kolkata
Role: Team Member / Process Associate
Experience: 1–5 Years
Work Mode: 100% Work From Office
Working Days: 5 Days a Week
Shift: Rotational Shifts, including Night Shifts as applicable
Week-Offs: Rotational / Split Week-Offs

Job Description

We are looking for customer-focused professionals to join our Customer Experience team in Kolkata as Customer Support Associates – Voice & Webchat. The role involves handling customer interactions across multiple communication channels, including inbound and outbound calls, webchat, messaging, email, and back-office support.

The ideal candidate should have excellent communication skills, solid problem-solving abilities, and a customer-first approach, with the ability to manage customer queries, complaints, and service-related requests efficiently while maintaining high-quality service standards.

Key Responsibilities

- Handle inbound and outbound customer interactions across voice, webchat, messaging, email, and other support channels as per business requirements.

- Respond to customer queries and requests from customers or authorized third parties in a professional and timely manner.

- Resolve customer complaints, billing concerns, service-related issues, and general process queries.

- Manage live chat and messaging conversations from initiation to resolution while maintaining response time and quality standards.

- Understand customer concerns, identify root causes, and provide appropriate resolutions.

- Maintain accurate records of customer interactions, complaints, and resolutions in the designated systems.

- Support back-office activities and administrative tasks during non-calling periods.

- Demonstrate ownership of customer issues and ensure timely follow-up and resolution.

- Handle vulnerable customers and priority cases with empathy and appropriate attention, wherever applicable.

- Maintain customer confidentiality, data privacy,



and compliance with organizational policies and process guidelines.

- Achieve key performance indicators (KPIs), including customer satisfaction, quality, resolution rate, productivity, response time, and sales or retention targets wherever applicable.

- Work collaboratively with team members and supervisors to ensure smooth operations and a consistent customer experience.

Required Skills & Competencies

- Excellent English communication skills, both verbal and written.

- Strong customer service, complaint management, and problem-solving abilities.

- Good active listening, probing, articulation, and interpersonal skills.

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

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

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

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

- Customer-centric approach with the ability to handle challenging situations professionally.

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

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.

- 1–5 years of experience in customer service, customer support, or BPO operations.

- Candidates must be comfortable working from the office in Kolkata.

- Willingness to work in rotational shifts, including night shifts, and rotational or split week-offs.

Preferred Experience

- Experience handling international customers, particularly UK or Australian customers.

- Prior experience in utilities, energy, telecom, or related customer service processes.

- Exposure to voice and webchat operations, billing support, complaint handling, and back-office activities.

Interested candidates should have strong customer service orientation, excellent English communication skills, and the flexibility to work across multiple support channels and rotational shifts

📌 Customer Support Associate - & Chat (Kolkata)
🏢 Gratitude
📍 Kolkata