About the role

We are hiring a Process Associate – Voice (Advanced) in Kolkata for an international electricity and gas utilities customer service process. You will resolve complex queries, explain high bills clearly, retain customers where appropriate and handle difficult conversations with empathy. You will de-escalate upset customers while keeping your work accurate and compliant, and you will own each case through to closure. The role suits an international voice professional with 1 to 5 years of experience. It involves 24x7 shifts, including nights, weekends and graveyard schedules, with a salary of up to ₹7 LPA.

Key responsibilities

Customer interactions

• Handle advanced inbound and outbound calls across electricity and gas customer service processes
  
• Understand the full concern through active listening, probing and a review of account, billing, usage, payment and interaction history
  
• Own complex queries and difficult conversations from first contact to resolution or proper escalation
  
• Explain high bills by reviewing the billing period, consumption or meter-read basis, tariff, fees, credits, payments, adjustments and prior balance
  
• Use plain language, logical sequencing and confirmation checks so the customer understands the explanation and next steps
  
• De-escalate upset or irate customers by staying calm, showing empathy, setting realistic expectations and offering approved options
  
• Identify retention needs, understand why customers want to leave and offer fair, compliant solutions without pressure or misrepresentation
  
• Resolve issues on first contact wherever possible and reduce transfers, repeat contacts and customer effort
  

Compliance and documentation

• Follow escalation routes for high-risk, vulnerable, regulatory, safety, privacy, unresolved or out-of-authority matters
  
• Document the issue, investigation, explanation, commitments, resolution and follow-up accurately in the CRM or case management system
  
• Protect customer information and follow knowledge articles and SOPs
  

Performance

• Meet quality, customer experience, productivity, compliance, schedule adherence and service-level targets
  
• Take part in coaching, calibration, refresher training and feedback sessions
  

Required qualifications and experience

• 2 to 5 years of international voice customer service experience in an inbound, outbound or blended contact centre (the header says 1 to 5 years)
  
• Excellent spoken English with clear pronunciation, a professional tone and active listening, with no MTI
  
• Strong written communication and facilitation skills
• Proven experience with complex queries, difficult conversations, escalations, complaints, retention and emotionally charged calls
  
• Ability to explain bills, charges, usage, adjustments and payments in simple, customer-friendly languag
  
• Strong empathy and ownership, without making unsupported promises or breaking policy
  
• Confident use of probing, summarising, expectation setting, objection handling and call control
  
• Ability to work across multiple systems and keep customer data safe
  
• Comfortable with ambiguity, shifting priorities and multiple deadlines
  
• Open to all shifts, including nights, weekends and graveyard schedules
  

Preferred qualifications

• Utilities (electricity and gas) or hospitality customer service experience
  
• Knowledge of the utilities customer lifecycle, billing, metering, payments, collections, complaints and retention
  
• Bachelor’s degree in any discipline (equivalent qualifications may be considered)
  
• Voice or language assessment, customer service, complaint handling or utilities process certification
  

Job details

Why join

• Build your career on an international utilities voice account
  
• Salary of up to ₹7 LPA
  
• Regular coaching, calibration and refresher training
  
• Growth path to senior associate, quality and team lead roles