Customer Support Analyst

Full Job Description

Roles and Responsibilities

Job description
• Handles customer inquiries through Live Chat communications in a professional manner.
• Assesses customers issues and takes appropriate actions to ensure that customer’s needs are satisfied.
• Coordinates with other teams based in different locations that share similar objectives.
• Be proactive and take initiative to explore and learn the products that we offer.
• Understands standard operating procedures and delivers service that is according to the quality standards set by the Company.
• Escalates system anomalies and general issues faced by customers to the relevant party in a timely manner.
• Requests for information at the start and end process through Live Chat, emails, and other authorized communication tools such as Telegram.
• Follow up on unresolved inquiries through emails, calls, etc.
• Complete logs, records, and daily shift handover reports.
• Performs other functions and special projects as assigned by immediate Supervisor or Senior Agent.

Required Candidate profile
• Must be fluent in Bengali language in both written and verbal communications.
• Ability to communicate in English and/or Other Languages is an advantage.
• Must possess a positive attitude and can take constructive criticism.
• Must be coachable and show willingness to learn.
• Must be computer literate, can operate basic MS Office suite and has an acceptable typing speed.
• Must be a capable multi-tasker without sacrificing efficiency and accuracy.
• Must be flexible, willing to work in shifting schedules including graveyard shift.

Job Type: Full-time

Salary: ₹120,000.00 – ₹150,000.00 per year

Benefits:
• Food provided

Schedule:
• Rotational shift

Supplemental pay types:
• Overtime pay
• Performance bonus

Ability to commute/relocate:
• Sector 5,Saltlake, Kolkata – 7000+1, West Bengal: Reliably commute or planning to relocate before starting work (Required