Process Associate – Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Band: BPO 1
Salary: Up to ₹7 LPA
Shift: 24×7 Rotational Shifts
Skill: Customer Service

Job Summary

We are looking for experienced customer-service professionals to handle advanced voice interactions for an electricity and gas utilities process. The role involves resolving complex customer queries, handling complaints, explaining high bills, managing retention conversations, and effectively de-escalating difficult interactions.

Key Responsibilities

• Handle inbound/outbound customer calls professionally.

• Resolve complex queries, complaints, and escalations.

• Explain bills, charges, usage, payments, adjustments, and account activity clearly.

• Handle difficult conversations using empathy, probing, and effective objection handling.

• Support customer retention while following approved policies.

• Maintain accurate CRM/case documentation.

• Follow escalation procedures and compliance requirements.

• Meet quality, productivity, customer-experience, and service-level targets.

Required Skills

• 1–5 years of international voice/customer service experience.

• Excellent spoken and written English with clear pronunciation and no MTI.

• Strong customer handling and communication skills.

• Experience in complex query resolution, complaint handling, and de-escalation.

• Strong empathy, ownership, patience, and problem-solving skills.

• Willingness to work rotational, night, weekend, and 24×7 shifts.

• Ability to work across multiple systems and follow SOPs.

Preferred Experience

• Utilities – Electricity & Gas Customer Service

• Hospitality / Customer Service

• Customer retention and objection handling

• Billing, metering, payments, collections, or complaints

Education

Bachelor’s degree in any discipline preferred. Equivalent qualification may be considered as per hiring policy.

Important

• Ex-TCS employees cannot apply.

• PAN and DOB are required for profile creation.

Questionnaire

Please complete the questionnaire form to proceed with your application.

Questionnaire Form: https://myglit.com/lateral/cref/8977ca63dd

Note: Filling out the questionnaire form is mandatory.