Process Associate – Voice Advanced

Gratitude Inc

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1 day ago

Process Associate – Voice Advanced

1-5 Year(s)

₹ 50 - ₹ 60 Thousand p.m

Kolkata

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Job Description

Key Skills

Customer Relations Customer Service Problem-Solving Skills Excellent communication skills - written and verbal Excellent Communication, Customer Service and Empathy Skills

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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.
Strong 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: https://myglit.com/lateral/cref/8977ca63dd

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Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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