Call Center Customer Service Representative

Company Description Webopedia Services delivers a broad range of Business Process Management (BPM) services across sectors such as Finance & Accounting, Telecoms & Utilities, Retail, Healthcare, Hospitality, Personal Care, and e-Commerce. The company provides both voice services (inbound and outbound sales, customer service, technical support, lead generation, appointment setting, helpdesk) and non-voice services (email and chat support, social media support, accounting, database management, data entry, transcription, claims procurement). Its technology-enabled call center platform supports agents in managing simple to complex customer interactions, including identity verification, order processing, feedback, and data collection. With advanced tools, agents can use pre-recorded voice files in multiple accents or languages, securely collect data in a fully compliant manner, and handle repetitive, process-driven tasks quickly and accurately. This structure enables consistent quality, security, and efficiency in every customer interaction.

Role Description The Call Center Customer Service Representative role is a full-time, on-site position based in the Kolkata metropolitan area. In this role, the representative will handle inbound and outbound calls, respond to customer inquiries, resolve issues, and provide accurate information about products and services. Daily responsibilities include documenting interactions in the system, following scripted and process-based workflows, ensuring compliance with data security and quality standards, and escalating complex cases when needed. The representative will use technology-enabled tools to manage customer identities, process orders, and deliver a consistent customer experience across different campaigns. The role also involves meeting performance targets, maintaining professional communication, and contributing to overall customer satisfaction.

Qualifications

• Strong customer-focused skills, including Customer Service, Customer Support, and Customer Satisfaction.
• Ability to enhance Customer Experience while working effectively as a Customer Service Representative.
• Clear and professional verbal and written communication skills in English; additional languages are an advantage.
• Comfort working with call center technology, CRM systems, and process-driven workflows.
• Ability to work on-site in the Kolkata metropolitan area on a full-time schedule, including possible shifts and weekends.
• Problem-solving skills, patience, and resilience in handling high-volume or complex customer interactions.
• Previous experience in a call center, BPO, or customer-facing environment is preferred but not mandatory.
• Minimum high school diploma or equivalent; further education in business, communications, or related fields is beneficial.