Process Associate – Voice Advanced

We're Hiring: Process Associate – Voice Advanced

Location: Kolkata
Experience: 1–5 Years
Band: BPO 1/2
Salary: Up to ₹7 LPA
Job Code: 433174
Process: International Voice – Customer Service
Shift: 24x7 Rotational Shifts

About the Role

Are you confident in handling customer conversations and resolving challenging queries?

We are looking for skilled Process Associates – Voice Advanced to join an international customer-service process in the Electricity and Gas Utilities domain.

The ideal candidate should have excellent English communication, strong problem-solving skills, empathy and the ability to handle difficult customer conversations professionally.

Key Responsibilities

• Handle advanced inbound and outbound customer calls.

• Resolve complex customer queries, complaints and escalations.

• Explain high bills, charges, payments and account-related concerns clearly.

• Handle dissatisfied or irate customers with patience and empathy.

• Use de-escalation and objection-handling techniques to improve customer experience.

• Support customer retention by understanding concerns and offering suitable solutions.

• Take ownership of customer issues until resolution or appropriate escalation.

• Maintain accurate customer records and follow process guidelines.

• Meet quality, productivity and customer-service targets.

Required Skills

• Excellent spoken and written English communication with clear pronunciation.

• Strong customer-service and interpersonal skills.

• International Voice Process experience.

• Root-level understanding of customer concerns and complex query resolution.

• Complaint handling and escalation management.

• De-escalation and objection-handling skills.

• Empathy, active listening and decision-making.

• Ability to explain billing and payment-related queries.

• Good multitasking and problem-solving abilities.

Eligibility Criteria

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

• Experience in inbound, outbound or blended voice processes.

• Hospitality or customer-service domain experience is an added advantage.

• Bachelor's degree in any discipline preferred.

• Must be flexible to work rotational, night and graveyard shifts, including weekends.

• Former TCS employees are not eligible.

Ready for Your Next Career Opportunity?

If you have strong communication skills and enjoy helping customers, we would love to hear from you!

Apply now by completing the questionnaire:

Questionnaire Link: https://myglit.com/lateral/cref/9bd9af7983

Important: PAN and Date of Birth (DOB) are required for profile creation.

Apply today and take the next step in your career!