Customer Service Representative

About the role

We are seeking a customer‑focused and enthusiastic representative to join our Operations team in Kolkata. The role involves handling inbound and outbound customer interactions across multiple channels during night shift hours, ensuring a positive experience and timely resolution of issues.

Key responsibilities

• Respond to customer queries via phone, email, chat and other communication channels.
• Identify customer concerns, provide appropriate solutions promptly, and follow up to confirm satisfaction.
• Record and update interactions, complaints and resolutions in the CRM/HRMS system.
• Escalate complex or unresolved issues to senior team members or relevant departments.
• Collaborate with internal teams to resolve customer‑related problems efficiently.
• Meet defined service, response time and quality targets while collecting feedback for continuous improvement.

Required profile

• Graduate degree or equivalent qualification.
• 0–2 years of experience in customer support or a similar role.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem‑solving and time‑management abilities.
• Customer‑oriented attitude with good listening skills.
• Ability to work independently and as part of a team, handling pressure and meeting deadlines.

Required skills

• Basic knowledge of Microsoft Office applications.
• Familiarity with CRM or customer support tools.