Process Associate - International Voice (Utilities)

About the role

Gratitude India is hiring experienced International Voice Customer Service professionals for an advanced Electricity and Gas Utilities process. The role handles complex customer queries, billing concerns, complaints, customer retention and difficult conversations, ensuring high-quality service and customer satisfaction. It is based in Kolkata, on 24x7 rotational shifts including nights and weekends, with a salary of up to 7 lakhs per annum.

Key responsibilities

• Handle advanced inbound and outbound international customer calls, resolving complex queries about electricity and gas services.
• Explain high bills, usage, charges, payments, adjustments and account activity clearly using approved customer account information.
• Manage complaints, difficult conversations and irate customers through empathy, active listening, de-escalation and effective objection handling.
• Identify customer-retention opportunities, provide solutions and take ownership of concerns through resolution or escalation.
• Maintain accurate CRM documentation, follow SOPs and compliance requirements, and meet customer-experience, quality, productivity and SLA targets.

Required profile

• Relevant international voice customer-service experience; former TCS employees are not eligible.
• Bachelor's degree in any discipline preferred; equivalent qualifications may be considered.
• PAN and date of birth required for profile creation.
• Willingness to work 24x7 rotational shifts, including nights and weekends.

Required skills

• Excellent spoken English, clear pronunciation and strong communication skills.
• Experience handling complex queries, complaints and escalations.
• Strong de-escalation, empathy and objection-handling skills.
• Ability to navigate multiple systems and document customer interactions accurately.
• Preferred: electricity and gas utilities experience, bill explanation, customer retention and complaint resolution, hospitality or other customer-facing experience, and familiarity with CRM, case-management tools and knowledge bases.