Customer Service Process Associate

Role: Customer Service Process Associate (Webchat)

Skill: Customer Service

Experience: 1 year to 5 years

Job Location: Kolkata

Shift: 24x7 shifts

Education:

• Minimum 15 years of regular, full-time education (10 + 2 + 3)

• Non-technical graduation

• Must have completed 15 years of regular education

Must Have Skills: 

• 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

• Experience handling customer enquiries, complaints, and escalations

• Strong customer handling and problem-solving skills

• Flexible to work in a 24x7 shift environment

• Open to working during weekends as per business requirements

Good To Have Skills: 

• Prior experience supporting UK customers

• Experience in Utilities, Telecom, Banking, Retail, or similar industries

• Experience working in UK shift hours (BST/GMT)

• Strong coordination and interpersonal skills

• Exposure to Agile working methodology

Process Specific 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.

Key Responsibilities:

• Handle customer enquiries through Voice, Email, and Chat channels

• Resolve customer issues accurately and efficiently within defined timelines

• 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

• Meet quality, productivity, compliance, and customer experience targets

• Work directly with customers while adhering to project timelines and SLAs

• Follow Agile ways of working and support continuous improvement initiatives

• Collaborate with internal teams to ensure prompt issue resolution

• Ensure adherence to organizational policies and customer service standards

Education:

• Bachelor's Degree (Non-Technical Graduation)

• Minimum 15 years of regular education

Technical Skills:

• Experience in Customer Service, Contact Centre, or BPO Operations

• 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

Preferred Qualifications:

• 1-5 years of experience in international customer service projects/processes

• Experience handling UK customers and international clients

• Prior experience in Webchat, Email Support, and Voice Processes

• Experience managing customer complaints and service recovery

• Exposure to customer satisfaction and quality metrics