📍 Job Overview

• Job Title: Customer Support Representative, Kolkata
• Company: Startek®
• Location: Kolkata, West Bengal, India
• Job Type: Full time
• Category: Customer Support
• Date Posted: August 2, 2025
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• Handle inbound and outbound customer interactions through calls, emails, chats, or the internet.
• Provide exceptional customer service and technical support, resolving routine problems efficiently.
• Maintain a high level of customer satisfaction while meeting contractual key performance indicators (KPIs).
• Demonstrate strong communication skills, empathy, and professionalism in every customer interaction.
• Collaborate effectively with team members to improve customer satisfaction and business performance.

💻 Primary Responsibilities

• Customer Interaction: Handle customer inquiries and complaints via multiple channels, providing accurate and timely solutions.
• Problem Resolution: Troubleshoot and resolve routine technical issues, ensuring customer satisfaction and minimal escalation.
• Customer Education: Clarify customer requirements, use decision-support tools, and resources to provide appropriate resolution.
• Data Management: Track, document, and retrieve information in the call tracking database accurately and efficiently.
• Sales Support: Offer additional products and services to customers, maximizing opportunities to build rapport and increase sales.
• Team Collaboration: Participate in activities designed to improve customer satisfaction and business performance, contributing to a positive work environment.

🎓 Skills & Qualifications

Education: Graduates or undergraduates in any discipline (may vary based on job requirement)

Experience: Fresher or any experience

Required Skills:

• Strong customer service orientation
• Excellent communication skills in English, Hindi, and Kannada (both written and verbal)
• Strong computer navigation skills and PC knowledge
• Dependable with strong attention to detail
• Skilled in multi-tasking and adaptability to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member and independently
• Patience in customer contact simulations, maintaining a pleasant and professional tone and manner
• Willingness to work 6 days a week and rotate shifts as needed

Preferred Skills:

• Previous customer service or technical support experience
• Familiarity with customer relationship management (CRM) software
• Basic knowledge of client products and/or services

📊 Web Portfolio & Project Requirements (N/A)

💵 Compensation & Benefits

Salary Range: INR 20,000 - 25,000 per month (Approximate, based on industry standards for entry-level customer support roles in Kolkata)

Benefits:

• Competitive salary package
• Performance-based incentives
• Opportunities for career growth and development
• A dynamic and inclusive work environment

Working Hours: 40 hours per week, with a flexible schedule that may include evenings, weekends, and holidays

🎯 Team & Company Context

Company Culture:

• Industry: Business Process Outsourcing (BPO) and Customer Experience Management
• Company Size: Large (over 40,000 employees worldwide)
• Founded: 1987
• Team Structure: Hierarchical, with dedicated teams for different clients and projects
• Development Methodology: Agile, with a focus on continuous improvement and customer satisfaction

Company Website: Startek

📈 Career & Growth Analysis

Customer Support Representative Career Level: Entry-level to intermediate, with opportunities for growth into team lead, supervisor, or management roles based on performance and experience.

Reporting Structure: Reports directly to the Team Lead or Supervisor, with guidance and support from more senior team members.

Technical Impact: Directly impacts customer satisfaction and business performance through efficient problem resolution and exceptional customer service.

🌐 Work Environment

Office Type: Modern, open-plan office with a collaborative work environment

Office Location(s): Kolkata, West Bengal, India

Workspace Context:

• Shared workspaces with individual workstations
• Access to necessary tools and resources for effective customer support
• Collaborative environment with opportunities for team interaction and learning

Work Schedule: Flexible schedule with rotating shifts, including evenings, weekends, and holidays

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screening: A brief phone call to assess communication skills and basic understanding of the role.
2. Written Test: An online assessment to evaluate problem-solving skills, language proficiency, and attention to detail.
3. Role-Play Simulation: A mock customer interaction to demonstrate customer service skills and problem-solving abilities.
4. Final Interview: A face-to-face or video interview with the hiring manager to discuss career goals, expectations, and fit for the role.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: Customer Service, Technical Support, Communication, Problem Solving, Empathy, Attention to Detail, Multi-tasking, Teamwork, Flexibility, Patience, Computer Navigation, Adaptability, Customer Education, Probing Skills, Professionalism

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Empathy: Understand and address customer needs with genuine care and concern.
• Professionalism: Maintain a polite, respectful, and efficient demeanor in all customer interactions.
• Adaptability: Quickly learn and apply new information to resolve customer issues effectively.
• Continuous Learning: Stay up-to-date with product knowledge and industry trends to provide accurate and relevant solutions.

Collaboration Style:

• Teamwork: Work closely with team members to share knowledge, support one another, and improve overall performance.
• Cross-functional Collaboration: Collaborate with other departments, such as sales and marketing, to provide comprehensive customer support and drive business growth.
• Open Communication: Foster an environment of open and honest communication, encouraging feedback and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues and escalations efficiently.
• Managing high call volumes and maintaining customer satisfaction under pressure.
• Adapting to changes in client requirements, processes, or products.

Learning & Development Opportunities:

• On-the-job training and mentoring from experienced team members.
• Access to e-learning platforms and workshops to develop skills and advance career progression.
• Opportunities to work on special projects or take on additional responsibilities to demonstrate leadership potential.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a difficult customer and how you resolved the issue.
• How do you stay organized and manage your time effectively when handling multiple customer inquiries simultaneously?
• Can you walk us through your problem-solving process when faced with a complex customer issue?

Company & Culture Questions:

• Why are you interested in working for Startek, and what do you know about our company?
• How do you handle working in a fast-paced, high-production environment?
• How do you ensure that you maintain a high level of customer satisfaction while meeting performance targets?

Portfolio Presentation Strategy: (N/A for this role)

📌 Application Steps

To apply for this Customer Support Representative position:

1. Visit the Startek careers page and search for the job listing.
2. Prepare for the phone screening by practicing common customer service scenarios and brushing up on your communication skills.
3. Complete the online written assessment, focusing on accuracy and attention to detail.
4. Prepare for the role-play simulation by practicing active listening, problem-solving, and empathy skills.
5. Research Startek's company culture, values, and recent projects to demonstrate your fit and enthusiasm for the role during the final interview.
6. Follow up after the interview to express your appreciation for the opportunity and reiterate your interest in the position.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.