Customer Support Specialist

Norlox Solutions Pvt. Ltd. · India

Department: Customer Support

Experience: 0–2 years

Location: New Town, Kolkata

Work Mode: On-Site

Job Summary:

We are looking for a friendly, customer-focused Customer Support Associate to join our team. The ideal candidate will be responsible for assisting customers, resolving their queries, providing accurate information, and ensuring a positive customer experience.

Key Responsibilities:

• Handle customer queries through phone, email, chat, and other support channels.
• Understand customer concerns and provide accurate and timely solutions.
• Resolve complaints professionally while maintaining a positive customer experience.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Maintain accurate records of customer interactions and resolutions.
• Coordinate with internal teams to resolve complex customer issues.
• Escalate unresolved or critical issues to the appropriate department.
• Follow company policies, procedures, and customer service standards.
• Meet assigned customer service, response-time, and resolution targets.
• Collect and communicate customer feedback to relevant teams.
• Maintain a professional and courteous approach in all customer interactions.

Requirements:

• Bachelor's degree or equivalent qualification preferred.
• 0–2 years of experience in customer service/support; freshers may also apply.
• Good verbal and written communication skills.
• Strong problem-solving and interpersonal skills.
• Basic knowledge of MS Office/Google Workspace.
• Ability to multitask and work effectively in a fast-paced environment.
• Customer-oriented attitude with patience and a positive approach.
• Ability to work independently as well as part of a team.

Preferred Skills:

• Experience with CRM
• Knowledge of chat and email support processes.
• Good typing and documentation skills.
• Ability to handle difficult customers professionally.
• Willingness to work in rotational shifts, if required.

Key Performance Indicators (KPIs):

• Customer Satisfaction (CSAT)
• First Response Time
• Resolution Time
• First Contact Resolution (FCR)
• Ticket/Query Resolution Rate
• Quality of Customer Interactions

What We Offer:

• Competitive salary
• Professional growth opportunities
• Training and development
• Supportive work environment
• Performance-based incentives, where applicable

***Fresher can apply.