Job Title: Process Associate – Voice Advanced (International Customer Service)

Location: Kolkata
Experience: 1–5 Years
Required Experience: 2–5 years of international voice customer service experience preferred as specified in the JD
Skill: Customer Service
Band: BPO 1/2
Salary: Up to ₹7 LPA
Job Code: 433174
Shift: 24x7 rotational shifts, including night/graveyard shifts
Process: International Voice – Electricity & Gas Utilities

Job Summary

We are looking for a customer-focused Process Associate – Voice Advanced to handle complex customer-service interactions for an international electricity and gas utilities process. The role involves resolving billing and account queries, explaining high bills, managing complaints, handling customer objections, and supporting customer retention.

The ideal candidate will demonstrate excellent English communication, empathy, active listening, and strong de-escalation skills. They should be able to manage difficult conversations professionally, take ownership of customer concerns, and deliver accurate, compliant, and timely resolutions.

Key Responsibilities

• Handle advanced inbound and outbound customer calls for electricity and gas utilities customer-service operations.

• Understand customer concerns through active listening, effective probing, and reviewing account, billing, usage, payment, and interaction history.

• Take ownership of complex queries and difficult conversations from initial contact through resolution or appropriate escalation.

• Explain high bills by reviewing billing periods, consumption, meter readings, tariffs, fees, credits, payments, adjustments, and outstanding balances, where available in approved systems.

• Communicate billing explanations and resolution options in clear, simple, and customer-friendly language.

• De-escalate dissatisfied or irate customers by remaining calm, acknowledging concerns, demonstrating empathy, and setting realistic expectations.

• Handle customer complaints, objections, and retention discussions professionally.

• Identify reasons for customer dissatisfaction and explain eligible service options to support fair and compliant retention outcomes.

• Deliver first-contact resolution wherever possible and minimise unnecessary transfers and repeat contacts.

• Follow established escalation procedures for safety concerns, vulnerable customers, regulatory issues, privacy risks, unresolved matters, and cases outside delegated authority.

• Record customer interactions, investigations, commitments, resolutions, and follow-up requirements accurately in CRM or case-management systems.

• Navigate multiple systems, use knowledge articles and SOPs, and protect confidential customer information.

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

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

Required Skills and Qualifications

• 2–5 years of international voice customer-service experience in an inbound, outbound, or blended contact-centre environment, as specified in the job requirements.

• Excellent spoken and written English with clear pronunciation, professional tone, appropriate pace, and strong active-listening skills.

• Ability to handle complex customer queries, escalations, complaints, and emotionally charged conversations.

• Strong facilitation, probing, summarising, objection-handling, and call-control skills.

• Demonstrated empathy, patience, ownership, resilience, and customer-focused problem-solving.

• Ability to explain bills, charges, usage, payments, adjustments, and account activity clearly.

• Knowledge of de-escalation techniques, customer retention, and complaint resolution.

• Ability to manage shifting priorities, ambiguity, and multiple deadlines.

• Confidence in using CRM systems, account and billing platforms, knowledge bases, and case-management tools.

• Strong documentation skills, attention to detail, and adherence to process policies.

• Willingness to work rotational shifts, including nights, graveyard shifts, weekends, and other schedules required by business operations.

Preferred Domain Knowledge

• Electricity and gas utilities customer service.

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

• Hospitality or customer-facing service experience.

Education

• Bachelor's degree in any discipline preferred.

• Equivalent qualifications may be considered according to hiring policy.

Preferred Certifications

• Relevant customer-service or voice-process certification.

• Language or communication assessment certification.

• Complaint-handling or utilities-process certification, where applicable.

Important Notes

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for profile creation.

• Candidates must be flexible to work 24x7 rotational shifts, including nights and weekends.