Role: Process Associate - Voice Advanced

Location: Kolkata 

Experience: 1-5 Yrs

Shift: 24x7 shifts

Job Purpose:

Manage advanced customer-service interactions for an electricity and gas utilities process. The role is responsible for resolving complex queries, explaining high bills clearly, retaining customers where appropriate, managing difficult conversations with empathy, and de-escalating dissatisfied or irate customers while maintaining accuracy, compliance and ownership through closure.

Must have skills:

• Good Facilitation Skills, Strong Verbal and written communication with no MTI.

• Ability to work effectively in ambiguity, shifting priorities and multiple deadlines.

• Possess excellent interpersonal skills, Open to all available Shifts, working on weekends

Good To Have skills:

• Good Communication Skills with Hospitality/Customer Service experience

• Handle critical customer questions & / or objections

• De-escalation Technique

• Retention & Objection Handling

• Empathy

• Decision Making

Job Requirements:

• 2-5 years of international voice customer service experience in an inbound, outbound or blended contact-center environment.

• Excellent spoken English with clear pronunciation, appropriate pace, professional tone, active listening and the ability to adapt communication to the customer.

• Demonstrated experience handling complex queries, difficult conversations, escalations, complaints, retention discussions and emotionally charged interactions.

• Ability to explain bills, charges, usage, adjustments, payments and account activity in simple, structured and customer-friendly language.

• Strong empathy and ownership, with the ability to acknowledge concerns without making unsupported promises or compromising policy.

• Confident use of probing, summarising, expectation setting, solution positioning, objection handling and conversation control.

• Ability to work across multiple systems, follow knowledge articles and SOPs, document interactions accurately and protect customer information.

• Willingness and flexibility to work rotational shifts, night shifts or graveyard schedules based on business requirements.

Key Responsibilities:

• Handle advanced inbound and outbound customer calls professionally across electricity and gas customer-service processes.

• Understand the complete customer concern through active listening, effective probing and review of account, billing, usage, payment and interaction history.

• Own complex queries and difficult conversations from initial contact through resolution or appropriate escalation.

• Explain high bills by reviewing relevant account information such as billing period, consumption or meter-read basis, tariff or rate, fees, credits, payments, adjustments and prior balance, as available in approved systems.

• Use plain language, logical sequencing and confirmation checks to ensure the customer understands the explanation and available next steps.

• De-escalate upset or irate customers by remaining calm, acknowledging the concern, demonstrating empathy, setting realistic expectations and offering approved resolution options.

• Identify customer-retention needs, understand the reason for leaving, address service concerns, explain eligible options and seek a fair, compliant resolution without pressure or misrepresentation.

• Provide first-contact resolution wherever possible and minimise unnecessary transfers, repeat contacts and customer effort.

• Follow defined escalation routes for high-risk, vulnerable, regulatory, safety, privacy, unresolved or out-of-authority matters.

• Accurately document the customer issue, investigation, explanation, commitments, resolution and follow-up requirements in the designated CRM or case-management system.

• Meet quality, customer - experience, productivity, compliance, schedule-adherence and service-level expectations.

• Participate in coaching, calibration, refresher training and feedback sessions to strengthen communication, process knowledge and resolution quality.

Preferred Domain:

• Utilities - Electricity and Gas Customer Service

• Hospitality

Experience:

• 1-5 years of international voice experience

Core Skills:

• Complex query resolution; difficult conversation handling; de-escalation; empathy; customer retention; high bill explanation; complaint handling

Communication Skills:

• Fluent spoken English; active listening; probing; plain-language explanation; objection handling; summarizing; professional call control

Customer Skills:

• Ownership; patience; resilience; customer focus; solution orientation; adaptability

Systems and Documentation:

• CRM/case management; knowledge base; account and billing systems; accurate interaction notes; multi-system navigation

Education Requirements:

• Bachelor's degree in any discipline preferred; equivalent qualification may be considered as per hiring policy

Preferred Knowledge:

• Utilities customer lifecycle, billing, metering, payments, collections, complaints and retention

Preferred Certifications:

• Relevant voice/language assessment, customer-service, complaint-handling or utilities-process certification, if applicable