Customer Service Associate – Chat Support (WFO, Kolkata)

Fusion BPO Services Ltd; Kolkata; On-site; INR 200,880 - 279,000; Full time

Job summary

Fusion BPO Services Ltd is looking for a Customer Service Associate – Chat Support in Kolkata. In this full-time role, you will manage customer interactions through CRM, ensuring adherence to SOPs and accurate documentation. The role requires strong written communication in Hindi and English, along with prior experience in a chat support or call center environment. Fusion CX promotes skill development and offers a structured workplace focused on career growth.

Qualifications

• Prior experience in a call center environment with e-commerce support background.
• Experience using chat-based CRM systems for customer interactions.
• Ability to communicate in Hindi and English through written chat support.

Responsibilities

• Handle customer interactions following defined SOPs.
• Document every chat interaction accurately in the CRM.
• Escalate unresolved issues by logging tickets as per SOP.

Skills

Written communication skills

Documentation accuracy

Customer interaction handling

CRM systems proficiency

Education

Higher secondary education or equivalent

Job description

Job Description

About the Role As a Customer Service Associate – Chat Support, you will handle customer interactions exclusively through CRM platforms, following defined Standard Operating Procedures. The role requires strong written communication, accurate documentation, and the ability to resolve customer concerns or escalated them appropriately using approved systems.

This is a full-time, work-from-office role based in Kolkata.

Key Responsibilities

• Handle customer interactions in accordance with defined SOPs, addressing enquiries, feedback, service requests, and complaints
• Initiate outbound follow-ups where required for resolution confirmation or additional information gathering
• Communicate with customers in Hindi and English through written chat support (basic English proficiency required)
• Actively read, analyze, and understand customer concerns and validate details using contact history, customer profiles, and order information available in approved CRM tools
• Use probing techniques and pre-approved chat scripts to gather additional details when required, strictly following SOP guidelines
• Provide resolution during the chat interaction, wherever possible, or clearly communicate the expected resolution timeline
• Escalate unresolved issues by logging tickets with the appropriate resolver groups as per SOP
• Document every chat interaction accurately in the CRM, including reason for contact, resolution provided, and follow-up actions
• Ensure all customer interactions are conducted only through company-approved CRM and chat platforms
• Adhere strictly to data security, documentation accuracy, and compliance standards

Responsibilities may evolve based on business and operational requirements.

Job Requirements

Education

• Higher secondary education or equivalent qualification

Experience & Skills

• Prior experience in a call centre environment with an e-commerce support background.
• Experience handling customer interactions through chat-based CRM systems. Familiarity with CRM systems for chat handling, ticketing, and documentation.
• Ability to communicate with customers in Hindi and English through written chat support.
• Strong written comprehension, documentation accuracy, and adherence to SOPs
• Prior exposure to chat-based customer support or blended processes with strong written interaction handling preferred.
• Strong reading comprehension, written communication, and documentation accuracy
• Ability to follow SOPs, scripts, and escalation guidelines in a structured operations environment

Work Mode

• Work From Office (WFO)
• Location: Kolkata, India

Why Join Fusion CX?

Fusion CX offers stable chat support jobs in Kolkata within a structured contact center environment where process adherence, accuracy, and consistency matter. As a Customer Service Associate, you will gain hands‑on exposure to e-commerce chat support operations, defined workflows, and clear performance expectations. Fusion CX provides a professional workplace focused on operational stability, skill development, and long‑term career growth.