Process Associate - Voice Advanced
Gratitude IncProcess Associate - Voice Advanced
Job Description
Key Skills
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Process Associate - Voice Advanced
Location: Kolkata
Experience: 1–5 Years
Shift: 24x7 / Rotational Shifts
Job Purpose
Manage advanced customer-service interactions for electricity and gas utility processes. Handle complex customer queries, explain high bills, address complaints, support customer retention, and de-escalate difficult conversations with empathy while maintaining accuracy, compliance, and ownership through resolution.
Key Responsibilities
Handle advanced inbound and outbound customer calls professionally.
Understand and resolve complex customer concerns through active listening and effective probing.
Review account, billing, usage, payment, and interaction history to identify appropriate resolutions.
Explain high bills, charges, usage, adjustments, payments, credits, and account activity in simple language.
Handle escalations, complaints, objections, and emotionally charged customer interactions.
De-escalate upset or irate customers by demonstrating empathy and setting realistic expectations.
Support customer retention by understanding customer concerns and explaining eligible options.
Provide first-contact resolution wherever possible and minimise unnecessary transfers and repeat contacts.
Follow defined escalation procedures for sensitive, regulatory, safety, privacy, vulnerable-customer, and out-of-authority matters.
Accurately document customer interactions, investigations, resolutions, commitments, and follow-up requirements in CRM/case-management systems.
Meet quality, customer experience, productivity, compliance, schedule-adherence, and service-level targets.
Participate in coaching, calibration, refresher training, and feedback sessions.
Required Skills
International Voice Customer Service
Complex Query Resolution
Complaint Handling
De-escalation
Empathy
Customer Retention
Objection Handling
Active Listening
Probing
Excellent Verbal & Written Communication
Professional Call Handling
Decision Making
Customer Focus
CRM / Case Management
Multi-System Navigation
Experience & Education
1–5 years of international voice customer-service experience in an inbound, outbound, or blended contact-center environment.
Excellent spoken English with clear pronunciation, appropriate pace, professional tone, and active listening skills.
Experience handling complex queries, complaints, escalations, difficult conversations, and retention discussions preferred.
Bachelor's degree in any discipline preferred; equivalent qualifications may be considered as per hiring policy.
Utilities, electricity/gas customer service, hospitality, or related customer-service experience will be an advantage.
Work Requirements
Willingness to work 24x7 rotational shifts, including night/graveyard shifts and weekends.
Ability to work effectively with shifting priorities and multiple deadlines.
Strong interpersonal skills, patience, resilience, adaptability, and ownership.
Important:
- Ex-TCS employees are not eligible to apply.
- PAN and DOB are required for profile creation.
Role
Customer Service Analyst
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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