Walk-in | Process Associate

Kochar Infotech; Kolkata District; On-site; INR 134,000 - 179,000; Full time

Benefits offered by this job

Night allowances

Good incentives

Job summary

Maxicus in Kolkata is seeking a Customer Experience Associate to deliver a positive customer experience through effective communication, query resolution and timely support across voice, chat and email channels.

You will handle interactions, understand customer requirements, and provide accurate information while meeting SLA, quality and productivity targets in a rotational shift environment.

Qualifications

• Freshers and candidates with relevant customer service/BPO experience may be considered.
• Graduate/Undergraduate as per process requirements.
• Comfortable working from the Kolkata location.
• Willingness to work in rotational shifts, including weekends/holidays.

Responsibilities

• Handle customer interactions through voice, chat, email or other channels.
• Understand customer requirements, queries and concerns and provide appropriate resolutions.
• Maintain a professional, courteous and customer-focused approach during every interaction.
• Provide accurate information regarding products, services, processes and policies.
• Ensure timely resolution of customer queries while meeting defined SLA, quality and productivity targets.
• Escalate complex or unresolved issues to the appropriate team as per the defined process.
• Maintain accurate records of customer interactions and update relevant systems.
• Follow all process guidelines, scripts, compliance requirements and quality standards.
• Achieve assigned productivity, quality, CSAT and other operational KPIs.

Skills

Verbal & written communication

Customer-handling skills

Problem-solving abilities

Customer-centric attitude

Basic computer knowledge

Multisystem operation

Target-driven environment

Teamwork

Education

Graduate/Undergraduate as per process requirements

Job description

Job Description Process Associate

Company: Maxicus
Location: Kolkata
Experience: 0–3 Years

About the Role

We are looking for a Customer Experience Associate who will be responsible for delivering a positive and consistent customer experience through effective communication, query resolution and timely support.

The role involves interacting with customers through voice and/or digital channels, understanding their concerns, providing accurate information and ensuring queries are resolved within defined service levels.

Key Responsibilities

• Handle customer interactions through voice, chat, email or other assigned channels.
• Understand customer requirements, queries and concerns and provide appropriate resolutions.
• Maintain a professional, courteous and customer-focused approach during every interaction.
• Provide accurate information regarding products, services, processes and policies.
• Ensure timely resolution of customer queries while meeting defined SLA, quality and productivity targets.
• Escalate complex or unresolved issues to the appropriate team as per the defined process.
• Maintain accurate records of customer interactions and update relevant systems.
• Follow all process guidelines, scripts, compliance requirements and quality standards.
• Achieve assigned productivity, quality, CSAT and other operational KPIs.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Good listening and problem-solving abilities.
• Customer-centric attitude with a willingness to help.
• Basic computer knowledge and ability to work on multiple systems.
• Ability to work in a target-driven and fast-paced BPO environment.
• Good learning ability and adaptability.
• Ability to work effectively as part of a team.

Eligibility

• Graduate / Undergraduate as per process requirements.
• Freshers and candidates with relevant customer service/BPO experience may be considered.
• Candidates should be comfortable working from the Kolkata location.
• Willingness to work in rotational shifts, including weekends/holidays, depending on business requirements.

CTC-12K CTC to 16K CTC +Good Incentives+ Night Allowances