Walk-in || Process Associate

Job Description Process Associate

Company: Maxicus
Location: Kolkata
Experience: 0–3 Years

About the Role

We are looking for a Customer Experience Associate who will be responsible for delivering a positive and consistent customer experience through effective communication, query resolution and timely support.

The role involves interacting with customers through voice and/or digital channels, understanding their concerns, providing accurate information and ensuring queries are resolved within defined service levels.

Key Responsibilities

• Handle customer interactions through voice, chat, email or other assigned channels.
• Understand customer requirements, queries and concerns and provide appropriate resolutions.
• Maintain a professional, courteous and customer-focused approach during every interaction.
• Provide accurate information regarding products, services, processes and policies.
• Ensure timely resolution of customer queries while meeting defined SLA, quality and productivity targets.
• Escalate complex or unresolved issues to the appropriate team as per the defined process.
• Maintain accurate records of customer interactions and update relevant systems.
• Follow all process guidelines, scripts, compliance requirements and quality standards.
• Achieve assigned productivity, quality, CSAT and other operational KPIs.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Good listening and problem-solving abilities.
• Customer-centric attitude with a willingness to help.
• Basic computer knowledge and ability to work on multiple systems.
• Ability to work in a target-driven and fast-paced BPO environment.
• Good learning ability and adaptability.
• Ability to work effectively as part of a team.

Eligibility

• Graduate / Undergraduate as per process requirements.
• Freshers and candidates with relevant customer service/BPO experience may be considered.
• Candidates should be comfortable working from the Kolkata location.
• Willingness to work in rotational shifts, including weekends/holidays, depending on business requirements.

CTC-12K CTC to 16K CTC +Good Incentives+ Night Allowances