Associate

About the Role

Mervice Infotech Pvt. Ltd. is an emerging player in the BPO domain, focused on delivering high-quality inbound and outbound customer support services. The role is a full-time, on-site position based in Kolkata.

Key Responsibilities

• Handle customer interactions via phone, email, or chat.
• Ensure prompt, clear, and professional communication.
• Follow defined processes.
• Document customer issues.
• Provide accurate information.
• Escalate complex queries to senior team members when needed.
• Support basic data entry and report updates.
• Coordinate with internal teams to ensure service quality.
• Adhere to performance metrics, shift schedules, and company policies.
• Maintain a positive and supportive attitude toward customers and colleagues.

Qualifications

• Strong communication skills, including clear spoken and written English.
• Ability to handle customer conversations with professionalism and empathy.
• Basic computer literacy.
• Comfort working with CRM tools, spreadsheets, and email systems.
• Ability to follow processes and maintain accurate records.
• Ability to meet performance targets in a fast-paced environment.
• Strong problem-solving, active listening, and conflict resolution skills.
• Ability to work in rotational shifts.
• Ability to collaborate in a team setting.
• Ability to adapt to changing client and project requirements.
• Minimum high school diploma or equivalent.
• A bachelor’s degree is an advantage.
• Previous experience in BPO, customer service, or call center roles is preferred.