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Customer Service Associate

Customer Service Associate

Fusion CX

0 - 3 years

1 - 2 Lacs

siliguri

Posted:1 day ago| Platform:

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Skills Required

usage customer support operations customer service orientation excel e-commerce ms word management customer service associate crm recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Customer Service Associate Chat, you will handle customer interactions primarily through chat channels. You will be responsible for identifying customer concerns, providing appropriate resolutions, documenting interactions accurately, and escalating issues when required. The role requires strong written communication skills, attention to detail, and the ability to work efficiently using hosted CRM and contact center tools.

Key Responsibilities

Handle customer interactions through chat in line with defined processes and service levels
Identify, research, document, and resolve customer chats, emails, or related requests
Accurately capture interaction details in CRM systems
Recognize trends in customer interactions and escalate concerns to management when required
Recommend process improvements based on customer feedback and interaction insights
Follow company policies, procedures, and support guidelines at all times
Maintain a professional, positive, and customer-focused approach in all interactions
Participate in required on-site training and quality initiatives
Perform additional duties as assigned by management

Job Requirements:

Education

Minimum qualification: High School / Higher Secondary (Class XII)

Experience

Prior experience in a voice process or customer service role is an advantage, but not mandatory.

Skills & Competencies

English language competency equivalent to Versant Level 3 or 4
Ability to understand and communicate in both Hindi and English, based on customer preference
Written communication accuracy equivalent to CEFR Level B1 (grammar, sentence construction, SVA)
Typing speed of 40 words per minute with high accuracy
Working knowledge of internet usage, mobile applications, and system navigation
Proficiency in MS Excel and MS Word
Ability to multitask, manage multiple chats, and maintain accuracy under pressure
Strong attention to detail and customer service orientation
Strong interpersonal and problem-solving abilities with an empathetic, customer-first approach.

Technology Requirements

Ability to work with CRM, telephony, and contact center applications
Comfortable working on desktop/laptop systems in an on-site environment

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Customer Service Associate