Walk in -Non Voice International Chat Process - Freshers also welcome

TELUS International; Kolkata District; Sur place; INR 167 000 - 257 000; Plein temps

Résumé du poste

TELUS International in Kolkata invites fresh graduates to join our non-voice international chat process. You will handle live chats, emails, and CRM-based interactions, resolving inquiries with accuracy and compliance to SOPs.

Ideal candidates have strong English communication, fast typing, and problem-solving abilities, with willingness to work rotational shifts and on-site at the venue in Bidhannagar. Training and career growth opportunities are provided.

Qualifications

• Bachelor's degree in any field or equivalent experience.
• Fresh graduates may apply if they meet competencies.
• Experience in live chat handling is preferred but not required.

Responsabilités

• Respond to customer inquiries via live chat, email, or CRM tools within SLA.
• Identify customer needs, clarify contact reason, and provide appropriate support.
• Troubleshoot product or service issues and offer accurate solutions.
• Guide customers through product features or troubleshooting steps.
• Maintain accurate records of interactions in the CRM system.
• Escalate unresolved cases as per escalation process.
• Meet daily/weekly/monthly KPI targets ( productivity, quality, CSAT ).

Connaissances

Typing speed 40-50 WPM

Strong written communication

Problem-solving

Adaptability

English proficiency (B2+)

Formation

Bachelor's degree in any field

Description du poste

Walk in - Non Voice International Chat Process - Freshers also welcome

Venue - 7th Floor, Godrej Genesis, Street Number 18, Block EPGP, Sector V, Bidhannagar, Kolkata, West Bengal 700091

Date :26 October ,2026 - 28th October 2026

Time : 10.00 AM - 2 PM

Contact Person : Srubabati

Job Responsibility

1. Respond to customer inquiries via live chat, email, or CRM tools in a timely, accurate, and professional manner, within the defined SLA.
2. Identify and understand customers needs, clarify the reason for contact, and provide appropriate support based on approved workflows and guidelines.
3. Troubleshoot product or service-related issues and provide accurate information, solutions, or next steps where applicable.
4. Guide customers through relevant product features, processes, or troubleshooting steps to help them resolve their concerns effectively.
5. Maintain accurate and complete records of customer interactions, case details, actions taken, and resolutions in the CRM system.
6. Share recurring customer pain points, feedback, and improvement opportunities with the management team to help improve the overall customer experience.
7. Follow client-approved SOPs, policies, macros, and quality standards to ensure consistent service delivery.
8. Escalate critical, complex, or unresolved cases to the appropriate team or department in line with the escalation process.
9. Meet assigned KPI targets at the daily, weekly, and monthly level, including but not limited to productivity, quality, SLA, CSAT, and adherence.
10. JOB REQUIREMENT
11. Bachelors degree in any field or equivalent experience.
12. Previous experience in Customer Support or a similar customer-facing role is preferred. Fresh graduates may also be considered if they meet the required competencies.
13. Previous live chat handling experience is preferred, especially in a high-volume customer support environment.
14. Ability to work in a fast-paced environment and manage multiple customer interactions with accuracy and attention to detail.
15. Proficiency in English, with a minimum level of B2. C1 or above is preferred.
16. Experience in the BPO industry is an advantage. (Having an investigation/risk analyst background would be a plus)
17. Excellent communication, analytical, and problem-solving skills.
18. Proficient with customer support tools/software.
19. Willingness to work on weekends, public holidays, rotational shifts, and night shifts as required by business needs.
20. Willing to WFO only.

Skills

• Strong written communication skills (grammar, tone, clarity).
• Typing speed: Minimum 40-50 WPM.
• Problem-solving and critical-thinking abilities.
• Adaptability to fast-paced environments and shift work.

Language Requirement

• Bengali: Native / Nepali : Native
• English: Fluent or Business Proficient (B2 and up).