Associate (BPO Operations)

Actively Reviewing

Echo

Kolkata Full-Time 1–2 yrs exp Posted 1 month ago · Apply by Aug 4, 2026

Job Description

Job Title: Associate

Location: Noida/India

Department: Operations

Employment Type: Full-time

Role Overview

The Associate – Customer Service Advisor (Blended Process) will be responsible for delivering high-quality customer support across voice and non-voice channels. The role involves managing customer interactions efficiently while ensuring adherence to service standards, compliance guidelines, and performance benchmarks.

Key Responsibilities

Handle customer inquiries via inbound/outbound calls, emails, letters, chat, and other communication platforms.
Manage both voice and non-voice tasks to ensure seamless customer support delivery.
Resolve customer queries, complaints, and service requests in line with company policies and defined SLAs.
Perform backend operational tasks such as data updates, billing adjustments, case logging, documentation, and CRM updates.
Maintain accurate and detailed records of all customer interactions in the CRM system.
Meet or exceed assigned KPIs, productivity targets, quality standards, and SLAs.
Participate in training sessions, refreshers, and process updates to enhance performance and knowledge.
Ensure strict compliance with data protection, confidentiality, and regulatory standards.
Adhere to roster schedules, attendance policies, and workplace discipline guidelines.

Qualifications