Customer Service Associate – Voice & Email Support (WFO, Kolkata)

If you are exploring a BPO or call center job vacancy in Kolkata that values clear communication, attention to detail, and responsible customer handling, this voice and email support role offers an entry into structured customer service roles with a global player in Kolkata. Fusion CX is hiring Customer Service Associates to support a multi-channel customer service role involving inbound and outbound voice interactions, along with email-based support. Designed for candidates seeking customer support jobs in Kolkata with stable operations, defined processes, and real interaction experience, this opportunity suits professionals who want dependable work, skill-building exposure, and long-term continuity.

Job Description:

About the Role

As a Customer Service Associate, you will be responsible for managing customer interactions across voice and email channels while ensuring accurate issue resolution and documentation. The role requires handling a high volume of customer incidents, maintaining service quality, and adhering to defined SLAs and operational guidelines.

Key Responsibilities

• Handle inbound and outbound customer calls with professionalism, clarity, and empathy
• Respond to customer queries through email with accuracy and timely resolution
• Resolve approximately 1,000–1,200 customer incidents per month as part of the service team
• Document all customer interactions accurately in the system as per defined guidelines
• Troubleshoot customer issues and provide appropriate resolutions or follow-up actions
• Adhere to quality standards, SLAs, and process compliance requirements
• Collaborate with internal teams to ensure smooth and timely issue resolution
• Maintain strong knowledge of products, services, and processes to support customers effectively

Job Requirements:

Education

• Completion of XII from a recognized board.

Skills & Competencies

• Proficiency in Hindi and English (verbal and written)
• Strong communication and interpersonal skills
• Customer-focused mindset with sound problem-solving ability
• Ability to manage escalations calmly and effectively
• Basic computer proficiency, email etiquette, and CRM tool usage
• Willingness to work rotational shifts and weekends as per business requirements

Work Mode

• Work From Office (WFO)
• Location: Kolkata

Why Join Fusion CX?

At Fusion CX, customer service roles are built on clarity, training, and operational stability rather than pressure-driven targets. This voice and email support call center job vacancy in Kolkata offers a clearly scoped role, predictable workflows, and support systems that help employees perform confidently and consistently. Team members benefit from structured onboarding, accessible leadership, and performance expectations that are transparent and achievable. For those seeking customer support jobs in Kolkata where growth comes from reliability, learning, and experience, Fusion CX provides a workplace that respects professionalism and supports steady career progression.