Customer Service Executive

Gradient M; Kolkata District, Gurugram District; On-site; INR 250,000 - 400,000; Full time

Job summary

Gradient M is seeking a Customer Service Support Advisor in Kolkata to handle queries through Voice, Chat, and Back Office channels and provide timely resolutions within defined SLA and quality standards. The role emphasizes strong English communication, a 40 words-per-minute typing speed, and solid customer service skills in a target-driven, team-oriented environment.

The position requires a graduate in any stream and offers opportunities to maintain process knowledge, meet productivity and

Qualifications

• Graduate in any stream.
• Customer Service/Call Centre/BPO experience preferred.

Responsibilities

• Handle customer queries via Voice, Chat, and Back Office channels.
• Provide accurate, timely resolutions within SLA and quality standards.
• Manage complaints, objections, and escalations professionally.
• Maintain process knowledge and achieve productivity and quality targets.
• Investigate issues using relevant systems and tools.
• Ensure excellent customer experience and satisfaction.
• Adhere to shifts, breaks, attendance, and process guidelines.
• Identify escalation/queue issues and escalate to the appropriate team.

Skills

English communication

Typing speed 40 WPM

Customer service

Interpersonal skills

Active listening

Problem solving

Multitasking

Time management

Objection handling

Complaint handling

Computer proficiency

MS Outlook

MS Word

MS Excel

Teamwork

Attention to detail

Education

Graduate in any stream

Tools

MS Outlook

MS Word

MS Excel

Job description

Customer Service Support Advisor

Education: Graduate in any stream
Experience: Customer Service / Call Centre / BPO experience preferred

Key Responsibilities

• Handle customer queries through Voice, Chat, and Back Office channels.
• Provide accurate and timely resolutions within defined SLA and quality standards.
• Handle customer complaints, objections, and escalations professionally.
• Maintain process knowledge and achieve defined productivity and quality targets.
• Perform necessary investigation using relevant systems and tools.
• Ensure excellent customer experience and customer satisfaction.
• Maintain adherence to assigned shifts, breaks, attendance, and process guidelines.
• Identify and escalation process/queue-related issues to the appropriate team.

Required Skills

• Excellent English verbal and written communication skills.
• Minimum 40 WPM typing speed.
• Strong customer service and interpersonal skills.
• Good active listening, questioning, and problem-solving abilities.
• Strong multitasking and time-management skills.
• Good objection and complaint-handling skills.
• Good computer proficiency and system navigation skills.
• Working knowledge of MS Outlook, Word, and Excel.
• Ability to work in a target-driven and team-oriented environment.
• Good customer empathy, ownership, and attention to detail.