Process Associate - Voice Advanced

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.