Process Associate (Voice)

Gratitude India Pvt Ltd; Kolkata District, Hyderabad, Mumbai; On-site; INR 300,000 - 480,000; Full time

Job summary

Gratitude India Pvt Ltd in Kolkata invites applications for an international voice customer service role focused on electricity and gas utilities. You will handle complex queries, explain high bills, and manage complaints with empathy to support retention and ensure compliant documentation.

The position requires 1-5 years of international voice experience and strong de-escalation skills to maintain customer satisfaction and loyalty.

Qualifications

• 1-5 years of international voice experience
• Skilled in resolving complex queries
• Able to explain high bills clearly and accurately
• Experienced in handling complaints and de-escalation
• Demonstrates empathy and focuses on customer retention

Responsibilities

• Handle international voice-based customer service for electricity and gas utilities.
• Resolve complex queries and explain high bills to customers clearly.
• Manage complaints and de-escalate irate customers to preserve retention.
• Ensure accurate documentation and compliance with care processes.

Skills

International voice support

Complex query resolution

Billing explanations

Complaint handling

De-escalation

Empathy

Retention strategies

Job description

Handle international voice customer service for electricity and gas utilities. Resolve complex queries, explain high bills, manage complaints, de-escalate irate customers, support retention, and ensure accurate documentation and compliance with care.

Required Candidate profile

Customer service professional with 1-5 years of international voice experience, skilled in complex query resolution, billing explanations, complaint handling, de-escalation, empathy, and retention.