Overview

Walk-in || Customer Service Process Associate ( Webchat ) (Kolkata)

Responsibilities

• Customer Service Process Associate is responsible for delivering exceptional customer experience through Email and Chat support channels. The role involves handling customer enquiries, complaints, account-related queries, billing concerns, payment issues, service requests, and escalations while ensuring adherence to quality, productivity, and compliance standards.
• Deliver high levels of customer satisfaction and First Contact Resolution (FCR)
• Manage customer complaints and escalations with complete ownership
• Maintain accurate records of customer interactions in internal systems
• Work directly with customers while adhering to project timelines and SLAs
• Collaborate with internal teams to ensure prompt issue resolution
• Ensure adherence to organizational policies and customer service standards

Qualifications

• Role: Customer Service Executive Webchat
• Location: Kolkata
• Shift: 247 / Rotational Shifts
• Minimum 1-5 years of experience in International Customer Service Operations (Email, Chat, and/or Voice)
• Excellent written and spoken communication
• Hands-on experience in Voice, Email & Chat customer service support
• Strong customer handling and problem-solving skills
• Flexible to work in a 24x7 shift environment
• Open to working during weekends as per business requirements
• Strong coordination and interpersonal skills
• Exposure to Agile working methodology
• Process Specific
• Knowledge of customer service processes and escalation management
• Familiarity with CRM and customer service tools
• Proficiency in MS Office applications
• Soft Skills:
• Excellent English communication skills (written and verbal)
• Strong listening and questioning skills
• Customer-centric approach with strong interpersonal skills
• Analytical thinking and problem-solving ability
• Attention to detail and accuracy
• Ability to work in a fast-paced, deadline-driven environment
• 1-5 years of
• experience in international customer service projects/processes
• Prior experience in Webchat, Email
• Support, and Voice Processes
• Exposure to customer satisfaction and quality metrics .

Nice to have

• Prior experience supporting UK customers

Education

• Minimum 15 years of regular, full-time education (10 + 2 + 3)
• Non-technical graduation
• Must have completed 15 years of regular education
• Bachelor's Degree (Non-Technical Graduation)
• Minimum 15 years of regular education
• Technical Skills: