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
Band: BPO 1
Salary: Up to ₹7 LPA
Shift: 24×7 Rotational Shifts
Skill: Customer Service
Job Summary
We are looking for experienced customer-service professionals to handle advanced voice interactions for an electricity and gas utilities process. The role involves resolving complex customer queries, handling complaints, explaining high bills, managing retention conversations, and effectively de-escalating difficult interactions.
Key Responsibilities
Handle inbound/outbound customer calls professionally.
Resolve complex queries, complaints, and escalations.
Explain bills, charges, usage, payments, adjustments, and account activity clearly.
Handle difficult conversations using empathy, probing, and effective objection handling.
Support customer retention while following approved policies.
Maintain accurate CRM/case documentation.
Follow escalation procedures and compliance requirements.
Meet quality, productivity, customer-experience, and service-level targets.
Required Skills
1–5 years of international voice/customer service experience.
Excellent spoken and written English with clear pronunciation and no MTI.
Strong customer handling and communication skills.
Experience in complex query resolution, complaint handling, and de-escalation.
Strong empathy, ownership, patience, and problem-solving skills.
Willingness to work rotational, night, weekend, and 24×7 shifts.
Ability to work across multiple systems and follow SOPs.
Preferred Experience
Utilities – Electricity & Gas Customer Service
Hospitality / Customer Service
Customer retention and objection handling
Billing, metering, payments, collections, or complaints
Education
Bachelor’s degree in any discipline preferred. Equivalent qualification may be considered as per hiring policy.
Important
Ex-TCS employees cannot apply.
PAN and DOB are required for profile creation.
Questionnaire
Please complete the questionnaire form to proceed with your application.
Questionnaire Form: https://myglit.com/lateral/cref/8977ca63dd
Note: Filling out the questionnaire form is mandatory.
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.
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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