Customer Service Associate – Customer Support – Siliguri, West Bengal

Are you seeking call center customer service associate jobs in Siliguri or customer support roles with stable work-from-office opportunities? Join us at Fusion CX in Siliguri, West Bengal. This is a high-volume Siliguri hiring for customer care executives for professionals who want structured operations, clear SOPs, and long-term growth in a customer support environment. As a Customer Service Associate, you will handle end-to-end customer interactions across calls, chat, email, and tickets while maintaining quality, compliance, and service excellence in an office-based setup. Multiple openings are available. Apply Now!

Job Description:

About the Role

The Customer Service Associate will manage inbound and outbound customer interactions in line with defined Standard Operating Procedures (SOPs). The role requires strong communication skills, attention to detail, and the ability to resolve customer issues efficiently while ensuring accurate documentation, escalation handling, and compliance with process guidelines.

Key Responsibilities

• Handle inbound customer calls as per SOPs, covering customer enquiries, feedback, service requests, and complaints.
• Initiate outbound calls when required to gather additional information, confirm issue resolution, or complete follow-ups in accordance with SOP guidelines.
• Manage all customer interactions across voice, chat, email, and ticketing channels using only company-approved CRM systems.
• Actively listen to customers, understand concerns, and validate details using customer profiles, contact history, and order information available in the CRM.
• Use approved scripts, toolkits, and probing techniques to gather accurate information while maintaining service quality and compliance.
• Assess issues and provide resolution during the interaction wherever possible, or clearly communicate expected resolution timelines and dependencies.
• Escalate unresolved cases by logging tickets with designated resolver groups strictly as defined in SOPs.
• Accurately document and categorise every customer interaction in the CRM, including reason for contact, resolution provided, and next steps.
• Respond promptly to customer chats, emails, and tickets using approved templates, language guidelines, and communication standards.
• Handle customer complaints raised via digital and social media channels in accordance with SOP requirements.
• Prompt customers via email or outbound calls when the required information is insufficient to proceed with resolution.
• Draft clear and appropriate written responses for email and ticket cases using approved templates and formats.
• Accurately categorise emails and tickets into predefined SOP-based categories and subcategories.
• Annotate the gist of every interaction, including issue summary, resolution, and follow-up actions.
• Support basic CRM data analysis activities such as customer profiling, trend identification, and validation reports as required.
• Follow hardware usage standards and data protection controls, including call recording and confidentiality requirements.
• Maintain data accuracy, confidentiality, and compliance while meeting quality, productivity, and documentation benchmarks in a work-from-office environment.

Work Mode

• Work From Office (WFO)
• Office-based customer support role with defined quality, productivity, and compliance standards

Job Requirements:

Education

Higher Secondary (XII)

Skills and Competencies

• Strong verbal and written communication skills.
• Ability to manage customer interactions across calls, chat, email, and ticketing platforms.
• Basic computer knowledge with familiarity in CRM systems.
• Customer-focused mindset with problem-solving ability.
• Close attention to detail in documentation, categorisation, and follow-ups.
• Ability to meet quality, turnaround time, and compliance metrics consistently.
• Comfortable working in a structured, SOP-driven office environment.

Why Join Fusion CX?

At Fusion CX, you step into a structured, people-first operations environment designed for stability and growth.

• Work in a professional work-from-office setup with clearly defined processes and SOPs
• Gain hands-on experience across voice, chat, email, and ticket-based customer support
• Learn through structured onboarding, continuous coaching, and quality-driven feedback
• Build in-demand customer service skills in a high-volume, process-led environment
• Grow within a stable organisation that values performance, consistency, and accountability

If you are looking for call center job vacancies, BPO hiring for CSA or customer service associate jobs in Siliguri that offer clarity, learning, and long-term reliability, Fusion CX is the right place to build your career.

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