Process Associate – Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Band: BPO 1
Salary: Up to ₹7 LPA
Shift: 24×7 Rotational Shifts
Skill: Customer Service

Job Summary

We are looking for experienced customer-service professionals to handle advanced voice interactions for an electricity and gas utilities process . The role involves resolving complex customer queries, handling complaints, explaining high bills, managing retention conversations, and effectively de-escalating difficult interactions.

Key Responsibilities

- Handle inbound/outbound customer calls professionally.

- Resolve complex queries, complaints, and escalations.

- Explain bills, charges, usage, payments, adjustments, and account activity clearly.

- Handle difficult conversations using empathy, probing, and effective objection handling.

- Support customer retention while following approved policies.

- Maintain accurate CRM/case documentation.

- Follow escalation procedures and compliance requirements.

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

Required Skills

- 1–5 years of international voice/customer service experience .





- Excellent spoken and written English with clear pronunciation and no MTI.

- Strong customer handling and communication skills.

- Experience in complex query resolution, complaint handling, and de-escalation.

- Robust empathy, ownership, patience, and problem-solving skills.

- Willingness to work rotational, night, weekend, and 24×7 shifts.

- Ability to work across multiple systems and follow SOPs.

Preferred Experience

- Utilities – Electricity & Gas Customer Service

- Hospitality / Customer Service

- Customer retention and objection handling

- Billing, metering, payments, collections, or complaints

Education

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

Important

- Ex-TCS employees cannot apply.

- PAN and DOB are required for profile creation.

Questionnaire

Please complete the questionnaire form to proceed with your application.

Questionnaire Form:

Note: Filling out the questionnaire form is mandatory.

📌 Process Associate - Advanced (Kolkata)
🏢 Gratitude
📍 Kolkata