Customer Service Associate – E-commerce Chat – Siliguri, India

Are you fluent in Hindi and English, type fast and can think on your feet? Do you want to start and grow your customer service career with a leading E-Commerce client in a global company? Fusion CX is hiring a Customer Service Associate – Chat for our Siliguri, West Bengal location. This is a work-from-office (WFO) role designed for candidates seeking chat support jobs in Siliguri or customer service job vacancies in Siliguri who can deliver accurate, timely, and professional customer support through written communication. This role focuses on resolving customer queries via chat, maintaining accurate documentation, and meeting defined productivity and quality standards in a structured contact center environment.

Job Description:

About the Role

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

• Candidates with 1–2 years of relevant experience. Freshers are also welcome to apply.

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 (NVOC) 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

Technology Requirements

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

Why Join Fusion CX?

At Fusion CX, customer service teams are central to delivering consistent, high-quality customer experiences. As a Customer Service Associate – Chat in Siliguri, you will work in a structured, professional environment with clear processes, defined expectations, and ongoing support. This chat support role offers hands-on exposure to chat-based customer support operations, strengthens written communication and system navigation skills, and provides a stable foundation for long-term career growth within a people-focused CX organization for job seekers looking for chat support jobs in call centers or BPOs in Siliguri. Apply now!