International Voice Process

Navayuga Consultancy; Kolkata District; On-site; INR 350,000 - 550,000; Full time

Job summary

Navayuga Consultancy in Kolkata is seeking an experienced customer service professional to handle advanced interactions for electricity and gas utilities. You will resolve complex queries, explain high bills clearly, and work to retain customers through empathetic engagement.

The role requires strong English communication, the ability to handle difficult conversations, and careful documentation of interactions across multiple systems in compliance with SOPs.

Responsibilities

• Manage advanced customer-service interactions for electricity and gas utilities processes.
• Resolve complex queries and de-escalate dissatisfied customers with empathy.
• Explain high bills clearly and assist with account activity, payments and adjustments.

Job description

Role & responsibilities

Job Purpose

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.

Preferred candidate profile

• 2-5 years of international voice customer service experience in an inbound, outbound or blended contact-centre environment.
• Excellent spoken English with clear pronunciation, appropriate pace, professional tone, active listening and the ability to adapt communication to the customer.
• Demonstrated experience handling complex queries, difficult conversations, escalations, complaints, retention discussions and emotionally charged interactions.
• Ability to explain bills, charges, usage, adjustments, payments and account activity in simple, structured and customer- friendly language.
• Strong empathy and ownership, with the ability to acknowledge concerns without making unsupported promises or compromising policy.
• Confident use of probing, summarising, expectation setting, solution positioning, objection handling and conversation control.
• Ability to work across multiple systems, follow knowledge articles and SOPs, document interactions accurately and protect customer information.
• Willingness and flexibility to work rotational shifts, night shifts or graveyard schedules based on business requirements.