Customer Service Associate

Job Description: Customer Service Associate

Company: KVAR International Private Limited

Location: Naktala & Ballygunge Place, Kolkata

Employment Type: Full-Time

Overview:

The Customer Service Associate will be responsible for managing customer communications across phone, WhatsApp, and social media channels. The role demands strong communication skills, patience, and a customer-centric attitude to ensure every client receives prompt and professional service.

Key Responsibilities:

• Attend customer calls on the official company phone and provide courteous, efficient assistance.

• Listen patiently to customer queries and address them with professionalism and empathy.

• Manage dissatisfied customers tactfully, de-escalating issues and ensuring a positive service recovery.

• Assist customers in placing orders and navigating the company’s mobile application.

• Coordinate with the sales team to investigate issues and provide timely, satisfactory resolutions.

• Monitor and promptly respond to customer queries received via WhatsApp and the company’s official social media handles.

• Ensure all customer queries are acknowledged and resolved in a timely manner — no inquiry should go unanswered.

• Maintain a structured tracker recording customer details, issues raised, and resolutions provided.

• Contact customers providing 4-star or below reviews, understand their concerns, offer resolutions, and encourage them to revise their feedback to a 5-star rating.

Qualifications & Skills:

• Excellent verbal and written communication skills.

• Strong problem-solving and conflict-resolution abilities.

• Proficiency in handling customer communication tools (calls, WhatsApp, CRM, and social media).

• Patience, empathy, and a positive attitude towards customer service.

• Prior experience in a customer support or client relations role preferred.

Timing:

9 hours shift with one weekly off between Monday to Thursday