Customer Service Associate

Job Description: Customer Service Associate Company: KVAR International Private Limited Location: 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: 11 am to 9 pm (One Rotational Weekly Off)