Process Associate- Hiring For Global MNC in Kolkata- CTC 8.5 LPA!

YOU & I Consulting; Kolkata District; On-site; INR 250,000 - 350,000; Full time

Job summary

You & I Consulting in Kolkata is hiring a Process Associate to handle international voice customer service for a utilities process. The role requires resolving complex queries, explaining high bills clearly, and maintaining customer satisfaction with empathy and accuracy.

The position is office-based (work from office), with a 24x7 shift and a 5-day workweek with rotational off days. Strong English communication and customer care skills are essential for success.

Qualifications

• Excellent spoken English with clear pronunciation and professional tone.
• 2-5 years of international voice customer service experience.

Responsibilities

• Handle advanced customer-service interactions for electricity and gas utilities.
• Explain high bills clearly and assist with complex queries.
• Retain customers where appropriate and de-escalate dissatisfied customers.
• Maintain ownership and accuracy through closure while adhering to policies.

Skills

English proficiency

Customer service

Active listening

Empathy

Communication

Job description

You & I Consulting has always been in the spotlight for getting placed in 64+ MNC's PAN India.

***We are hiring for a Global MNC In Kolkata***

Position: Process Associate

Location: Kolkata

Work from office only

Shift: 24x7 Shift (Home drop within the marked boundary, otherwise point drop)

5days work/2 days roational off

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.

Job Requirements*

• 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.