Customer Service Executive – Advanced Voice Operations | Kolkata

Customer Retention & Billing Support Executive – International Voice

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 night shifts and weekends
Process: Electricity & Gas Utilities – Billing, Complaints & Retention
Employment Type: Full-Time

Job Summary

We are looking for a customer-oriented Customer Retention & Billing Support Executive to support an international electricity and gas utilities process. The role focuses on resolving billing disputes, addressing customer dissatisfaction, handling retention conversations, and de-escalating challenging interactions while maintaining service quality and compliance.

The candidate will engage with customers who have concerns about high bills, service charges, account activity, or their intention to discontinue services. The ideal applicant should demonstrate empathy, strong objection-handling abilities, sound judgment, and the ability to identify customer needs and explain available solutions without making unsupported promises or misrepresenting policies.

Key Responsibilities

Customer Retention and Objection Handling

• Handle inbound and outbound customer interactions involving service concerns, complaints, retention opportunities, and account-related queries.

• Understand the customer's reason for dissatisfaction or intention to discontinue the service through effective questioning and active listening.

• Acknowledge customer concerns and demonstrate empathy while maintaining a professional and constructive approach.

• Explain eligible service options, account-related solutions, and approved retention alternatives in line with company policies.

• Address customer objections using logical explanations, solution positioning, and appropriate expectation setting.

• Support customer retention through fair, transparent, and compliant conversations without applying undue pressure.

• Recognize situations requiring escalation and follow the defined escalation process.

Billing Support and Complaint Resolution

• Investigate high-bill complaints by reviewing available billing periods, consumption details, meter-read information, rates, fees, credits, payments, and adjustments.

• Explain charges, outstanding balances, and payment activity in clear and simple language.

• Review customer account history and previous interactions to understand recurring issues.

• Resolve billing and service concerns within the scope of authority and refer complex cases to the appropriate teams.

• Confirm customer understanding of the explanation, proposed solution, and next steps.

• Minimize repeat contacts by providing accurate information and complete resolutions wherever possible.

De-escalation and Customer Experience

• Manage irate, dissatisfied, and emotionally charged customers calmly and professionally.

• Apply de-escalation techniques, empathy, active listening, and conversation-control skills.

• Avoid argumentative responses and focus on understanding the underlying issue.

• Set realistic expectations and communicate limitations transparently.

• Handle sensitive, vulnerable-customer, safety-related, privacy, and regulatory concerns through the appropriate escalation channels.

Documentation and Performance

• Maintain accurate customer records, complaint details, billing investigations, retention outcomes, and follow-up commitments.

• Use CRM tools, account-management platforms, knowledge articles, and approved SOPs effectively.

• Protect customer data and follow information-security and compliance requirements.

• Achieve defined quality, customer satisfaction, retention, productivity, and service-level targets.

• Participate in coaching, feedback sessions, and ongoing process training.

Required Skills and Qualifications

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

• Excellent spoken English, clear pronunciation, professional tone, and strong written communication skills.

• Experience handling customer complaints, objections, escalations, or complex service queries.

• Strong empathy, patience, resilience, and customer ownership.

• Effective objection handling, probing, summarization, and negotiation skills.

• Ability to manage difficult conversations and de-escalate dissatisfied customers.

• Strong decision-making, analytical thinking, and problem-solving skills.

• Ability to explain billing information, account charges, and available service options clearly.

• Familiarity with CRM systems, account-management tools, and accurate case documentation.

• Ability to work in a fast-paced environment with changing priorities and multiple deadlines.

• Willingness to work rotational shifts, nights, weekends, and graveyard schedules.

Preferred Skills and Domain Knowledge

• Experience in utilities customer service, electricity and gas billing, hospitality, or international customer support.

• Knowledge of customer retention, complaint management, billing disputes, payments, metering, and collections.

• Exposure to retention metrics, customer satisfaction measures, quality monitoring, and first-contact resolution.

• Relevant customer-service, language-assessment, or complaint-handling certifications are an advantage, where applicable.

Education

A bachelor's degree in any discipline is preferred. Equivalent qualifications may be considered as per 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 persuasive yet empathetic customer-service professional who can resolve billing concerns, handle objections, retain customers where appropriate, and turn difficult interactions into positive outcomes while adhering to compliance requirements.