Process Associate - Advanced | Onsite Kolkata | Top Opportunity

About the role

Manage advanced customer-service interactions for an electricity and gas utilities process. The role is responsible for resolving complex queries, explaining high bills clearly, retaining customers where appropriate, managing difficult conversations with empathy, and de-escalating dissatisfied or irate customers while maintaining accuracy, compliance and ownership through closure.

What you'll do

• Handle advanced inbound and outbound customer calls professionally across electricity and gas customer-service processes
• Understand the complete customer concern through active listening, effective probing and review of account, billing, usage, payment and interaction history
• Own complex queries and difficult conversations from initial contact through resolution or appropriate escalation
• Explain high bills by reviewing relevant account information such as billing period, consumption or meter-read basis, tariff or rate, fees, credits, payments
• Use plain language, logical sequencing and confirmation checks to ensure the customer understands the explanation and available next steps

What you need

• 2–5 yrs of experience
• SOP writing
• Customer service
• Voice process
• CRM
• Complaint handling
• Documentation
• Any graduate