Customer Support Associate – Voice Process | Kolkata

Location: Kolkata, West Bengal

Experience: 1–5 Years
Preferred Relevant Experience: 2–5 years in international voice customer service
Band: BPO 1/2
Salary: Up to ₹7 LPA
Shift: 24×7 rotational shifts, including nights and weekends
Process: Electricity & Gas Utilities Customer Service
Employment Type: Full-Time

Job Summary

We are seeking a customer-focused and experienced Advanced Customer Service Associate to manage complex customer interactions for an international electricity and gas utilities process. The successful candidate will handle challenging billing queries, account-related concerns, service complaints, and escalations while delivering accurate, empathetic, and professional customer support.

The role requires excellent spoken English, strong active-listening skills, effective problem-solving abilities, and the confidence to manage difficult conversations. Candidates should be capable of investigating customer concerns, explaining high bills and account charges, navigating multiple systems, and taking ownership of customer issues through resolution.

Key Responsibilities

• Handle advanced inbound and outbound customer calls relating to electricity and gas utility services.

• Investigate complex customer concerns by reviewing billing information, payment history, account details, usage records, and previous interactions.

• Explain high bills, outstanding balances, charges, adjustments, credits, payment postings, and applicable tariffs in clear, customer-friendly language.

• Use effective probing and active listening to identify the root cause of customer concerns.

• Manage complaints, escalations, and emotionally challenging interactions with patience, professionalism, and empathy.

• De-escalate dissatisfied customers by acknowledging concerns, setting realistic expectations, and providing appropriate resolution options.

• Take ownership of customer queries until resolution or transfer to the appropriate escalation team.

• Deliver first-contact resolution wherever possible and reduce repeat contacts and unnecessary transfers.

• Follow approved policies, SOPs, knowledge articles, and escalation procedures.

• Maintain accurate customer interaction notes, investigation details, actions taken, and follow-up commitments in CRM or case-management systems.

• Protect confidential customer information and comply with applicable data privacy and security requirements.

• Meet established quality, productivity, customer satisfaction, compliance, and schedule-adherence targets.

• Participate in coaching, quality calibration, refresher training, and process updates.

Required Skills and Qualifications

• 1–5 years of overall experience, with 2–5 years of international voice customer service experience preferred.

• Excellent spoken and written English with clear pronunciation, appropriate pace, professional tone, and minimal mother-tongue influence.

• Experience in inbound, outbound, or blended international contact-center operations.

• Strong customer-service, facilitation, interpersonal, and communication skills.

• Ability to handle complex queries, complaints, escalations, and difficult conversations.

• Strong analytical and problem-solving abilities.

• Ability to explain billing information and account activity in simple, structured language.

• Knowledge of active listening, probing, summarization, expectation setting, and professional call control.

• Ability to navigate multiple systems and maintain accurate records.

• Flexibility to work rotational shifts, night shifts, weekends, and graveyard schedules.

Preferred Skills

• Experience in electricity, gas, utilities, or hospitality customer service.

• Knowledge of billing, metering, payments, collections, and customer account management.

• Familiarity with CRM platforms, case-management systems, and knowledge bases.

• Experience handling service complaints and escalations.

Education

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

Eligibility Criteria

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for profile creation and must be handled securely through the approved recruitment process.

Ideal Candidate: A confident, empathetic, and solution-oriented professional who can investigate complex issues, explain billing concerns accurately, and deliver a positive customer experience in a fast-paced international voice environment.