Process Associate - Voice Advanced

Gratitude Inc

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1 day ago

Process Associate - Voice Advanced

1-5 Year(s)

Kolkata

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Job Description

Key Skills

Conflict Resolution Customer Service Decision Making Problem Solving BPO Voice Process customer support CE/CRM International voice Process customer experience lead Blended Process Emergency call handling Excellent Communication, Customer Service and Empathy Skills

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Job Title: Process Associate – Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Shift: 24x7 Rotational Shifts
Process: International Voice
Industry: Utilities – Electricity & Gas

Job Summary

We are looking for an experienced Process Associate – Voice Advanced to handle complex customer-service interactions for an electricity and gas utilities process. The role involves resolving billing and account-related queries, handling complaints and escalations, explaining high bills, managing customer retention conversations, and de-escalating difficult interactions while maintaining accuracy, compliance and customer ownership.

Key Responsibilities

• Handle advanced inbound and outbound international customer calls.
• Resolve complex billing, payment, usage and account-related queries.
• Explain high bills, charges, consumption, adjustments, payments and account activity clearly.
• Handle complaints, escalations and difficult customer conversations professionally.
• De-escalate upset or irate customers using empathy and effective communication.
• Identify customer-retention opportunities and handle objections appropriately.
• Provide first-contact resolution wherever possible.
• Use effective probing, active listening, summarising and conversation-control techniques.
• Follow approved SOPs, knowledge articles and escalation procedures.
• Maintain accurate customer interaction records in CRM/case-management systems.
• Protect customer information and follow all compliance requirements.
• Meet quality, productivity, service-level and schedule-adherence targets.
• Participate in coaching, calibration and refresher-training sessions.

Required Skills

• International Voice Customer Service
• Excellent spoken English with clear pronunciation and professional tone.
• Strong verbal and written communication skills with no MTI.
• Complex Query Resolution
• Complaint Handling
• De-escalation
• Customer Retention
• Objection Handling
• Empathy and Active Listening
• High Bill Explanation
• Strong interpersonal and decision-making skills.
• Ability to work across multiple systems.
• Ability to handle ambiguity, shifting priorities and multiple deadlines.

Requirements

• 1–5 years of international voice experience.
• Experience in inbound, outbound or blended contact-center environments.
• Hospitality or customer-service experience is preferred.
• Utilities customer-service experience is an advantage.
• Bachelor's degree in any discipline preferred.
• Willingness to work 24x7 rotational shifts, including night shifts, weekends and holidays.

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth are mandatory for profile creation.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

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