Process Associate - Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Shift: 24x7 / Rotational Shifts

Job Purpose

Manage advanced customer-service interactions for electricity and gas utility processes. Handle complex customer queries, explain high bills, address complaints, support customer retention, and de-escalate difficult conversations with empathy while maintaining accuracy, compliance, and ownership through resolution.

Key Responsibilities

- Handle advanced inbound and outbound customer calls professionally.

- Understand and resolve complex customer concerns through active listening and effective probing.

- Review account, billing, usage, payment, and interaction history to identify appropriate resolutions.

- Explain high bills, charges, usage, adjustments, payments, credits, and account activity in simple language.

- Handle escalations, complaints, objections, and emotionally charged customer interactions.

- De-escalate upset or irate customers by demonstrating empathy and setting realistic expectations.

- Support customer retention by understanding customer concerns and explaining eligible options.

- Provide first-contact resolution wherever possible and minimise unnecessary transfers and repeat contacts.

- Follow defined escalation procedures for sensitive, regulatory, safety, privacy, vulnerable-customer, and out-of-authority matters.

- Accurately document customer interactions, investigations, resolutions, commitments, and follow-up requirements in CRM/case-management systems.

- Meet quality, customer experience, productivity, compliance,



schedule-adherence, and service-level targets.

- Participate in coaching, calibration, refresher training, and feedback sessions.

Required Skills

- International Voice Customer Service

- Complex Query Resolution

- Complaint Handling

- De-escalation

- Empathy

- Customer Retention

- Objection Handling

- Active Listening

- Probing

- Excellent Verbal & Written Communication

- Professional Call Handling

- Decision Making

- Customer Focus

- CRM / Case Management

- Multi-System Navigation

Experience & Education

- 1–5 years of international voice customer-service experience in an inbound, outbound, or blended contact-center environment.

- Excellent spoken English with clear pronunciation, appropriate pace, professional tone, and active listening skills.

- Experience handling complex queries, complaints, escalations, difficult conversations, and retention discussions preferred.

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

- Utilities, electricity/gas customer service, hospitality, or related customer-service experience will be an advantage.

Work Requirements

- Willingness to work 24x7 rotational shifts, including night/graveyard shifts and weekends.

- Ability to work effectively with shifting priorities and multiple deadlines.

- Robust interpersonal skills, patience, resilience, adaptability, and ownership.

Important:

- Ex-TCS employees are not eligible to apply.
- PAN and DOB are required for profile creation.

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