Customer Care Executive – Retail Voice Support – Kolkata, India

Are you fluent in Hindi and English with a passion for solving customer queries in a fast-paced retail environment? Fusion CX is hiring Customer Care Executives for a voice-blended support process in Kolkata. If you’re looking for customer care executive jobs in Kolkata, call center jobs, or retail customer service opportunities, this is your chance to build a long-term career in a people-first, growth-oriented company.

Job Description:

About the Role

As a Customer Care Executive (Retail Process), you will handle inbound and outbound customer calls to assist with order management, service requests, feedback, and general shopping inquiries. You’ll ensure quick, accurate resolutions while adhering to process guidelines and maintaining high-quality customer interactions. This is a work-from-office role where attention to detail, professionalism, and adherence to Standard Operating Procedures (SOPs) are essential.

Key Responsibilities

• Handle inbound and outbound calls related to customer inquiries, complaints, and order support in alignment with company SOPs.
• Communicate clearly with customers in Hindi and English to resolve queries related to products, delivery, and transactions.
• Follow approved scripts and toolkits while actively listening and identifying customer needs.
• Log all interactions in the designated CRM system, ensuring detailed, accurate documentation of each call.
• Escalate unresolved issues to appropriate resolver teams while maintaining follow-up and accountability.
• Conduct follow-up calls to verify issue resolution and ensure customer satisfaction.
• Participate in team huddles to share feedback, identify service trends, and suggest process improvements.
• Maintain compliance with company standards, data protection, and call recording regulations.

Job Requirements:

• Education: Minimum 12th Pass (HSC) or equivalent.
• Experience: Minimum 6 months of experience in a call center, preferably with an e-commerce or retail process.
• Communication: Good communication skills in English and Hindi (Basic English proficiency required).
• Typing Speed: Minimum 35 words per minute with accuracy.
• Skills & Traits:
  • Excellent attendance record and reliability.
  • Strong listening skills and customer empathy.
  • Confidence in handling both inbound and outbound calls.
  • Ability to multitask and maintain composure in high-volume situations.
  • Detail-oriented, organized, and self-motivated.
  • Comfortable working independently and in teams.
  • Adapts quickly to process changes and ongoing feedback.
  • Willingness to work night shifts, weekends, and holidays as scheduled.

Why Join Fusion CX Kolkata?

At Fusion CX, you will join a team that values professionalism, precision, and people. As a Customer Care Executive in our retail process, you’ll build communication, problem-solving, and compliance skills that drive both personal and professional growth.

Here’s why this role stands out:

• Structured Training & Development: Learn the process from industry experts with ongoing support.
• Career Growth: Opportunities to progress into senior associate, QA, or team lead roles.
• Dynamic Work Environment: Experience a collaborative, energetic culture focused on learning and improvement.
• Performance Recognition: Get rewarded for consistency, accuracy, and service excellence.

Looking for customer care executive jobs in Kolkata, retail voice process roles, or BPO jobs with long-term growth potential? Apply now and start your career journey with Fusion CX — where every customer interaction builds experience and excellence.