Customer Support Representive, Kolkata

Startek; Kolkata District; On-site; INR 279,000 - 390,600; Full time

Job summary

A leading customer service provider based in Kolkata requires candidates for the Executive Customer Service / Technical Support role. Responsibilities include handling customer inquiries across various channels, ensuring high satisfaction, and adapting to dynamic work conditions. Ideal candidates should be graduates or undergraduates with strong communication skills in English, Hindi, and Kannada, and a commitment to customer service. Opportunities for growth and a team-oriented environment are part of the offer.

Qualifications

• Ability to effectively communicate in English, Hindi & Kannada, both written and verbally.
• Skilled in multi-tasking and adapting to changes quickly.
• Tolerance for repetitive work in a fast-paced environment.

Responsibilities

• Provide customer service and technical support over calls, emails, and chats.
• Clarify customer requirements and provide resolutions.
• Maintain knowledge of client products and services.

Skills

Customer service orientation

Strong computer navigation skills

Effective communication in English, Hindi & Kannada

Attention to detail

Problem-solving skills

Education

Graduate / Undergraduate in any discipline

Job description

The Executive Customer Service / Technical Support position interfaces with customers via inbound and / or outbound calls, Emails / Chats or through the Internet depending upon client requirements.

This position provides customer service support / Technical Support and resolution of routine problems regarding client's product or services.

• Experience – Fresher or any experience
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Expected Candidate Profile:

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate in English, Hindi & Kannada, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Willing to work 6 days in a week
• Based on location and/or program, additional experience/skills may be required
• Confirm customer understanding of the solution and provide additional customer education as needed
• Demonstrate strong probing and problem-solving skills
• Should be able to handle complex queries from customer and resolve the same independently

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Startek is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.