A Naukri Group company
LoginHire Local Staff
A Naukri Group companyLoginHire Local Staff
22,000 - 50,000 /month
Vr Hr Solutions
New Town, Kolkata
2 - 5 years Experience in Customer Support / TeleCaller
Full Time
Process Associate – Voice / Voice Advanced
WORK FROM OFFICE ONLY
Manage advanced international customer-service interactions for an electricity and gas utilities process. You will resolve complex queries, explain high bills clearly, handle difficult conversations with empathy, and retain customers while ensuring compliance and ownership through closure.
Key Responsibilities
Complex Query Resolution. Handle inbound and outbound customer calls involving intricate billing disputes, account discrepancies, tariff inquiries, and payment issues.
High-Bill Explanations. Break down complex energy consumption and billing statements clearly so customers understand charges and usage.
Complaint De-escalation. Manage dissatisfied or irate customers calmly using active listening, empathy, and structured objection handling.
Customer Retention. Address cancellation requests or service dissatisfaction by offering appropriate retention solutions and tariff options.
End-to-End Ownership & Compliance. Maintain accurate interaction logs in internal CRM systems, meet First Contact Resolution (FCR) and quality targets, and follow strict regulatory and process guidelines.
