Customer Service Associate – Voice Support – Kolkata, India

If you’re looking for voice process jobs in Kolkata and want a call center role that offers structured workflows, clear expectations, and steady skill-building, join us as a Customer Service Associate in our voice support team in Kolkata. This Voice Support position in Fusion CX provides an opportunity to strengthen customer handling and communication skills, along with opportunities to grow with a leading e-commerce client. As part of customer service hiring in Kolkata, West Bengal, this role is ideal for individuals who can manage inbound and outbound customer calls with accuracy and professionalism.

Job Description:

About the Role

You will manage customer calls by following SOPs, resolving queries, validating details, documenting interactions, and escalating cases when required. The role requires strong listening skills, the ability to interpret customer concerns, and confidence in handling calls within an e-commerce support environment.

Key Responsibilities

• Handle all inbound customer calls as per SOP for enquiries, feedback, service requests, and complaints.
• Make outbound calls to gather additional information, verify issue resolution, or complete follow-up actions as required.
• Conduct all customer interactions through company-approved CRM applications.
• Actively listen to customers, understand the nature of their concerns, and validate details using contact history, customer profiles, and order information.
• Probe for additional information using designated toolkits and pre-approved scripts while strictly adhering to SOP guidelines.
• Provide resolutions during the call when possible or communicate the expected timeline for resolution.
• Escalate unresolved cases by logging tickets with the appropriate Resolver Groups.
• Document and categorize each interaction in the CRM tool, including reason for contact, resolution provided, and any required follow-ups.
• Follow device usage protocols and data-security controls implemented to maintain accuracy, compliance, and protection against data loss.

Job Requirements:

• Education: Higher Secondary
• Minimum experience in a call centre with an e-commerce background
• Ability to communicate with customers in Hindi and English.
• Strong listening, comprehension, and problem-solving skills
• Familiarity with CRM tools and SOP-based workflows
• Work mode: WFO

Why Join Fusion CX?

Join a workplace that values consistency, communication quality, and steady development in voice-based customer service.

• Build confidence in handling customer calls
• Strengthen probing, documentation, and issue-resolution skills
• Work with standardized CRM systems and structured SOP-driven processes
• Gain experience in a stable operations environment designed for professional growth

If you are seeking voice process jobs in Kolkata or exploring hiring in Kolkata, West Bengal, apply now and grow your career with Fusion CX.