Process Associate – Voice Advanced

Job Purpose

Manage advanced customer-service interactions for electricity and gas utility services. The role involves resolving complex customer queries, explaining high bills, handling complaints, supporting customer retention, and de-escalating difficult conversations with empathy while ensuring accuracy, compliance, and end-to-end ownership.

Key Responsibilities

• Handle advanced inbound and outbound customer calls professionally.

• Investigate customer concerns by reviewing account details, billing history, usage, payments, and previous interactions.

• Explain high bills, charges, adjustments, fees, and payment activity in clear, customer-friendly language.

• Manage complex queries, complaints, escalations, and emotionally challenging conversations.

• De-escalate dissatisfied customers through active listening, empathy, calm communication, and realistic expectation setting.

• Identify customer-retention opportunities and explain eligible service options without misrepresentation or pressure.

• Aim for first-contact resolution while reducing unnecessary transfers and repeat contacts.

• Follow escalation procedures for sensitive, safety-related, regulatory, privacy, and unresolved issues.

• Maintain accurate customer records in CRM and case-management systems.

• Follow knowledge articles, SOPs, data-protection requirements, and compliance guidelines.

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

• Participate in coaching, refresher training, and quality-calibration sessions.

Must-Have Skills

• Strong verbal and written English communication with clear pronunciation and no strong mother-tongue influence (MTI).

• Good facilitation and interpersonal skills.

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

• Flexibility to work rotational, night, graveyard, and weekend shifts.

• Strong active listening, probing, and customer-handling skills.

Good-to-Have Skills

• Customer-service or hospitality experience.

• Complex query resolution and complaint handling.

• De-escalation techniques and objection handling.

• Customer retention and empathy.

• Decision-making and solution-oriented communication.

• High-bill explanation and difficult-conversation management.

Job Requirements

• International voice customer-service experience in inbound, outbound, or blended contact-center operations.

• Strong spoken English, professional tone, appropriate pace, and active listening.

• Experience handling escalations, complaints, retention discussions, and difficult customer interactions.

• Ability to explain billing, payments, usage, charges, and account activity.

• Strong ownership, patience, resilience, and customer focus.

• Ability to navigate multiple systems and document interactions accurately.

• Willingness to work 24x7 rotational shifts, including nights, graveyard schedules, and weekends.

Education

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

Preferred Domain Knowledge

• Electricity and gas utilities customer service.

• Customer lifecycle, billing, metering, payments, collections, complaints, and retention.

• Hospitality and customer-service operations.

Eligibility Criteria

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are mandatory for employee profile creation.

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

Compensation

Salary up to ₹7 LPA, subject to the employer's terms and eligibility criteria.