Process Associate – Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Salary: Up to ₹7 LPA
Band: BPO 1/2
Shift: 24×7 Rotational Shifts, Including Nights and Weekends

Job Summary

We are hiring experienced International Voice Customer Service professionals for an advanced Electricity and Gas Utilities process. The role involves handling complex customer queries, billing concerns, complaints, customer retention and difficult conversations while ensuring high-quality service and customer satisfaction.

Top 5 Key Responsibilities

1. Handle advanced inbound and outbound international customer calls, resolving complex queries related to electricity and gas services.

2. Explain high bills, usage, charges, payments, adjustments and account activity clearly using approved customer account information.

3. Manage complaints, difficult conversations and irate customers through empathy, active listening, de-escalation and effective objection handling.

4. Identify customer-retention opportunities, provide appropriate solutions and take ownership of customer concerns through resolution or escalation.

5. Maintain accurate CRM documentation, follow SOPs and compliance requirements, and achieve customer-experience, quality, productivity and SLA targets.

Mandatory Skills

• Relevant international voice customer-service experience.

• Excellent spoken English, clear pronunciation and strong communication skills.

• Experience handling complex queries, complaints and escalations.

• Strong de-escalation, empathy and objection-handling skills.

• Ability to manage difficult customer conversations professionally.

• Good probing, active listening, decision-making and problem-solving skills.

• Ability to navigate multiple systems and document customer interactions accurately.

• Willingness to work 24×7 rotational shifts, including nights and weekends.

Preferred Skills

• Electricity and Gas Utilities customer-service experience.

• Experience explaining customer bills, payments, charges and adjustments.

• Customer retention and complaint-resolution experience.

• Hospitality or other customer-facing service experience.

• Familiarity with CRM, case-management tools and knowledge-base systems.

Educational Qualification

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

Important Eligibility Criteria

• Former TCS employees are not eligible.

• PAN and Date of Birth are required for candidate profile creation during recruitment.

Location: Kolkata