Location: Kolkata

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

Job Overview

We are hiring customer-focused professionals for the role of Customer Experience Associate – Voice & Webchat Support. The position involves managing customer interactions across voice, webchat, messaging, email, and back-office channels. The candidate will be responsible for addressing customer queries, resolving complaints, handling service and billing-related issues, and ensuring a positive customer experience.

The ideal candidate should possess excellent English communication skills, strong problem-solving abilities, and the flexibility to work in a fast-paced, target-driven environment.

Key Responsibilities

• Handle inbound and outbound customer interactions through calls, webchat, messaging, and email.

• Respond to customer queries and resolve complaints related to services, billing, and other process-related concerns.

• Deliver accurate, timely, and professional customer support across multiple communication channels.

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

• Take ownership of customer issues and ensure effective resolution within agreed timelines.

• Identify customer requirements, investigate concerns, and recommend appropriate solutions.

• Maintain accurate documentation of customer interactions, requests, and resolutions in internal systems.

• Perform back-office and administrative support activities as required.

• Handle priority and vulnerable customer cases in accordance with process guidelines.

• Maintain customer confidentiality and adhere to organizational policies and compliance requirements.

• Achieve operational KPIs, including customer satisfaction, NPS, quality, productivity, first-contact resolution, and efficiency.

• Support sales, retention, and negotiation activities wherever applicable.

Required Skills

• Excellent English communication skills, both verbal and written.

• Strong customer service and complaint-handling capabilities.

• Experience in voice and non-voice customer support processes.

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

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

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

• Good typing speed, basic computer knowledge, and system navigation skills.

• Strong problem-solving abilities and customer-centric approach.

• Ability to work in a target-driven and performance-oriented environment.

Preferred Qualifications & Experience

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

• Prior experience handling UK or Australian customers is preferred.

• Experience in utilities, energy, telecom, billing, or service-related processes will be an advantage.

• Exposure to webchat, email support, messaging, and back-office operations is desirable.

Eligibility Criteria

• 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.

• Must be comfortable working 5 days from the office in Kolkata.

• Must be flexible to work in rotational shifts, including night shifts, and rotational/split week-offs.

Why Join Us?

• Opportunity to work in an international customer experience environment.

• Exposure to multiple customer support channels.

• Opportunity to develop communication, problem-solving, and customer relationship management skills.

Apply Now: If you have excellent communication skills, a customer-first mindset, and the ability to deliver quality support across voice and digital channels, we would love to hear from you!