Job Title: Process Associate – Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Shift: 24x7 Rotational Shifts
Process: International Voice
Industry: Utilities – Electricity & Gas

Job Summary

We are looking for an experienced Process Associate – Voice Advanced to handle complex customer-service interactions for an electricity and gas utilities process. The role involves resolving billing and account-related queries, handling complaints and escalations, explaining high bills, managing customer retention conversations, and de-escalating difficult interactions while maintaining accuracy, compliance and customer ownership.

Key Responsibilities

• Handle advanced inbound and outbound international customer calls.
• Resolve complex billing, payment, usage and account-related queries.
• Explain high bills, charges, consumption, adjustments, payments and account activity clearly.
• Handle complaints, escalations and difficult customer conversations professionally.
• De-escalate upset or irate customers using empathy and effective communication.
• Identify customer-retention opportunities and handle objections appropriately.
• Provide first-contact resolution wherever possible.
• Use effective probing, active listening, summarising and conversation-control techniques.
• Follow approved SOPs, knowledge articles and escalation procedures.
• Maintain accurate customer interaction records in CRM/case-management systems.
• Protect customer information and follow all compliance requirements.
• Meet quality, productivity, service-level and schedule-adherence targets.
• Participate in coaching, calibration and refresher-training sessions.

Required Skills

• International Voice Customer Service
• Excellent spoken English with clear pronunciation and professional tone.
• Strong verbal and written communication skills with no MTI.
• Complex Query Resolution
• Complaint Handling
• De-escalation
• Customer Retention
• Objection Handling
• Empathy and Active Listening
• High Bill Explanation
• Strong interpersonal and decision-making skills.
• Ability to work across multiple systems.
• Ability to handle ambiguity, shifting priorities and multiple deadlines.

Requirements

• 1–5 years of international voice experience.
• Experience in inbound, outbound or blended contact-center environments.
• Hospitality or customer-service experience is preferred.
• Utilities customer-service experience is an advantage.
• Bachelor's degree in any discipline preferred.
• Willingness to work 24x7 rotational shifts, including night shifts, weekends and holidays.

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth are mandatory for profile creation.