Location: Kolkata, West Bengal
Experience: 1–5 Years
Band: BPO 1/2
Salary: Up to ₹7 LPA
Shift: 24×7 Rotational Shifts, Including Night Shifts
Process: International Voice – Customer Service
Domain: Electricity and Gas Utilities
Work Mode: As per business requirements
Employment Type: Full-time

Job Summary

We are looking for customer-focused professionals to join our international voice customer-service team supporting electricity and gas utility customers. The role involves handling complex customer queries, investigating billing concerns, explaining high bills, resolving complaints, managing difficult conversations, and supporting customer retention where appropriate.

The ideal candidate will demonstrate excellent spoken English, empathy, strong problem-solving abilities, and the confidence to handle dissatisfied or irate customers professionally. The candidate must take ownership of customer concerns, provide accurate information, follow established procedures, and ensure a positive customer experience while meeting quality and productivity standards.

Key Responsibilities

- Handle advanced inbound and outbound customer calls for electricity and gas utility services.
- Understand customer concerns through active listening, effective questioning, and review of account and interaction history.
- Investigate and resolve complex queries related to billing, payments, consumption, account adjustments, charges, and service-related concerns.
- Explain high bills, billing periods, usage, applicable rates, fees, credits, and payment history in clear, simple language.
- Manage escalations, complaints, objections, and emotionally challenging customer interactions with professionalism and empathy.
- Apply appropriate de-escalation techniques to calm dissatisfied customers and guide conversations toward suitable resolutions.
- Identify customer-retention opportunities, understand reasons for cancellation, and communicate eligible solutions in accordance with company policies.
- Take end-to-end ownership of customer issues,



ensuring timely resolution or appropriate escalation to the relevant team.
- Set realistic expectations, explain next steps clearly, and avoid unsupported commitments or misrepresentation of policies.
- Maintain accurate customer records, call notes, case updates, and follow-up actions in CRM and other designated systems.
- Follow standard operating procedures, knowledge articles, data privacy requirements, and applicable compliance guidelines.
- Achieve defined performance targets for customer satisfaction, quality, productivity, first-contact resolution, and schedule adherence.
- Participate in coaching, refresher training, quality calibration, and performance improvement initiatives.

Required Skills and Qualifications

- 1–5 years of experience in customer service, preferably in international voice processes.
- Strong spoken and written English communication skills, with clear pronunciation, professional tone, and effective conversation management.
- Experience handling customer complaints, escalations, complex queries, objection handling, or retention discussions.
- Excellent active-listening, probing, facilitation, and problem-solving skills.
- Ability to explain complex information in simple, structured, customer-friendly language.
- Strong empathy, patience, resilience, interpersonal skills, and customer-service orientation.
- Ability to manage difficult conversations, handle objections, and make appropriate decisions within defined guidelines.
- Confidence in navigating multiple systems, CRM platforms, account tools, and knowledge-management resources.
- Ability to work effectively in a fast-paced environment with changing priorities and multiple deadlines.
- Willingness to work rotational shifts, including night shifts,



weekends, and holidays, as required by business needs.

Preferred Skills

- Experience in electricity, gas, utilities, billing, payments, metering, collections, or customer-retention processes.
- Hospitality or other customer-facing service experience.
- Knowledge of complaint management, de-escalation techniques, and customer-retention strategies.
- Experience handling high-bill disputes and explaining account activity.
- Relevant customer-service, communication, or complaint-handling certifications, where applicable.

Education

A bachelor's degree in any discipline is preferred. Equivalent qualifications may be considered in accordance with the hiring policy.

Key Competencies

- Customer Focus and Empathy
- Complex Query Resolution
- Complaint and Escalation Management
- De-escalation and Conflict Resolution
- Customer Retention and Objection Handling
- Billing Explanation and Problem-Solving
- Active Listening and Effective Communication
- Decision-Making and Ownership
- Adaptability and Time Management
- Accurate Documentation and Compliance

Work Environment

This is a customer-facing international voice role that requires flexibility to work in a 24×7 operational environment, including rotational night shifts, weekends, and holidays. Employees are expected to maintain qualified communication, follow process guidelines, and deliver consistent service quality.

Key Hiring Information

- PAN and date of birth (DOB) are required for candidate profile creation.
- Candidates must be comfortable working in rotational shifts and handling international customer interactions.
- All customer interactions must comply with company policies, data privacy standards, and established escalation procedures.

Apply Now: If you have strong English communication skills, a customer-first mindset, and the ability to resolve complex queries with empathy and professionalism, we encourage you to apply for this opportunity in Kolkata.

Pay: Up to ₹900,000.00 per year

Work Location: In person

📌 Customer Support Executive – Voice Process (Kolkata)
🏢 Gratitude
📍 Kolkata