Customer Service Associate – Chat Support – Kolkata, India

If you’re searching for chat support job vacancies in Kolkata and want a customer service role that offers clear processes, guided development, and steady growth, join us at Fusion CX in Kolkata as a customer service associate. This Chat Support position helps you build strong written communication and problem-solving skills in a structured digital service environment. As part of hiring in Kolkata, West Bengal, this role suits individuals who can respond accurately and efficiently through chat.

Job Description:

About the Role

You will support customers through chat by handling enquiries, validating details, raising tickets, documenting interactions, and following SOPs to ensure accurate and timely resolutions. The role requires strong written communication, active comprehension, and the ability to work confidently in a CRM-driven ecommerce support workflow.

Key Responsibilities

• Handle customer chats as per SOP for enquiries, feedback, service requests, and clarifications.
• Validate customer details using contact history, customer profiles, and order information within approved CRM systems.
• Probe for additional information using designated toolkits and pre-approved scripts while strictly adhering to SOP guidelines.
• Provide resolutions during the chat whenever possible or communicate the expected timeline for resolution.
• Escalate unresolved issues by raising tickets with the appropriate Resolver Groups.
• Document and categorize each interaction accurately within the designated CRM tool, including reason for contact, resolution provided, and required follow-up actions.
• Follow all system usage and data security controls to maintain accuracy and compliance.

Job Requirements:

• Education: Higher Secondary
• Minimum experience in a call centre with an e-commerce background
• Strong typing skills with speed and accuracy suitable for chat operations
• Ability to handle customers in Hindi and Basic English
• Strong comprehension, documentation, and analytical skills
• Familiarity with CRM tools and SOP-based workflows
• Work mode: WFO

Why Join Fusion CX?

Join a workplace that supports clarity, confidence, and consistent skill-building through digital customer interactions.

• Strengthen your written communication and real-time chat-handling skills
• Build analytical, documentation, and issue-resolution capabilities
• Gain exposure to structured e-commerce workflow management
• Work in a stable, process-driven environment designed for steady professional growth

If you’re seeking chat support jobs in Kolkata or exploring customer service hiring in Kolkata, West Bengal, apply now and build your career with Fusion CX as a customer service associate.