01Overview
The Kolkata CSR Voice JD appears to be Customer Support Energy\_Kol Process Associate, Voice Skill. It covers inbound/outbound customer calls, complaints, utilities/customer support, documentation, back-office support, customer service, negotiation, ownership, and multitasking.
The Kolkata Webchat JD appears to be Customer Service Process Associate [WEBCHAT]\_Kol. There is also a more detailed Webchat Agent Australian Telecom\_Kol JD for chat/messaging. Both cover chat/email or live chat support, written/verbal English, rotational shifts, WFO, customer query handling, quality, and international/UK/Australian customer exposure.
Yes, the two can be merged because both are customer service process associate roles for Kolkata, with the main difference being the channel: Voice vs Webchat/Messaging. A merged JD should position it as an omnichannel customer service role.
Merged JD: Customer Service Process Associate Voice & Webchat, Kolkata
Role: Customer Service Process Associate Voice & Webchat
Location: Kolkata
Experience: 1 to 5 years
Work Mode: 5 days Work From Office
Shifts: Rotational shifts, split/rotational week-offs, night shifts as applicable
Eligibility:
Minimum 15 years of regular full time education: 10 + 2 + 3 / Graduate preferred.
Undergraduates may be considered with relevant customer service experience, as per process requirement.
Comfortable with work from office, rotational shifts, night shifts, and rotational week-offs.
Job Description:
Handle customer interactions across voice, webchat, messaging, email, and back-office support as per process requirement.
Respond to inbound and outbound customer queries from customers or authorized third parties.
Resolve customer complaints, service-related queries, billing/service issues, and process-related requests.
Provide prompt, accurate, and professional responses to customer needs.
Manage live chat/messaging conversations end to end while maintaining response time, quality, and resolu .
