3 Anz Utilities Jobs

We're looking for dedicated Customer Support Specialists to join a leading IT MNC in Kolkata for our International Voice and Chat process. As a Customer Service Representative, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience across both voice and chat channels. This role specifically focuses on the ANZ Utilities industry , requiring a strong understanding of customer needs in this sector, a commitment to prompt, accurate, and compliant service, and the ability to manage a wide range of customer interactions. Key Responsibilities: Customer Interaction: Handle both inbound and outbound calls from customers or authorized third parties regarding all process and contingency situations. Issue Resolution & Complaint Handling: Promptly and accurately respond to customer needs and requests. Efficiently handle customer complaints , even during peak times, resolving issues and recommending the best available solutions. Data Management & Documentation: Accurately input data and verify information in relevant systems. Properly document each customer interaction as defined by the process. Back-Office Tasks: Ensure successful customer support by resolving back-office tasks when not actively engaged on calls. ANZ Utilities Domain Expertise: Demonstrate a strong understanding of utilities and associated market participants . Identify factors important to clients and manage vulnerable/priority customer tasks within the utility process framework. Quality & Compliance: Ensure customer-based quality parameters are measured and tracked . Adhere to all company policies and procedures, and strictly ensure privacy for customer-related information and assets. Customer Experience Focus: Utilize exceptional conversation skills, active listening , and strong language proficiency to articulate clearly and be easily understood. Adapt to diverse conversational styles and demonstrate strong ownership skills to enhance the overall customer experience. Problem-Solving & Negotiation: Exhibit effective problem-solving skills, including the ability to compare and evaluate solutions to best meet customer needs. Demonstrate the ability to negotiate and properly handle objections with customers. Continuous Learning: Stay current on company policies and procedures, and proactively identify opportunities for process improvement based on customer feedback and data analysis. Required Qualifications: Experience: Minimum 1 year of experience in International Chat Process - Customer Support is mandatory. Minimum 1 year of experience in Customer Service & Operations Management in ANZ Utilities is mandatory. Skills:Excellent verbal communication skills are essential. Exceptional conversation skills and proficient active listening abilities. Strong language skills; ability to articulate clearly and be understood. Demonstrated ability to adapt to diverse conversational styles and strong ownership skills. Experience in managing ownership of issues and overall customer experience. Ability to negotiate and properly handle objections with customers. Ability to stay current on company policies and procedures and set proper expectations. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Follow these steps: Click on the Start option to Apply and fill your details. Select the location as Other (to get multiple location options). Type: Job Code #245 for Kolkata.

We're hiring Customer Support Specialists for an International Voice / Chat Process at a leading IT MNC in Kolkata. As a Customer Service Representative, you'll be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive customer experience across both voice and potentially chat channels. This role specifically focuses on the ANZ Utilities industry , requiring a strong understanding of customer needs in this sector and a commitment to prompt, accurate, and compliant service. Key Responsibilities: Customer Interaction: Handle both inbound and outbound calls from customers or authorized third parties regarding all process and contingency situations. Be responsible for prompt and accurate responses to customer's needs and requests. Issue Resolution & Complaint Handling: Handle customer complaints effectively, especially during peak times, resolving issues and advising on the best available resolutions. Compare and evaluate possible customer service solutions, recommending the best fit for customer needs. Data Management & Documentation: Input data and verify information in related systems as required. Properly document each customer interaction in the servicing systems as defined by the process. Back-Office Support: Ensure successful customer support through the resolution of back-office tasks when not actively handling calls. ANZ Utilities Domain: Demonstrate a strong understanding of utilities and associated market participants. Identify factors important to clients and manage vulnerable/priority customer tasks/processes within the realm of the utility process. Quality & Compliance: Ensure customer-based quality parameters are measured and tracked. Adhere to all company policies, procedures, and ensure privacy for customer-related information/assets. Customer Experience Focus: Be proficient in active listening, articulate clearly, adapt to diverse conversational styles, and demonstrate strong ownership skills to improve overall customer experience. Negotiate effectively and handle objections professionally. Required Qualifications: Experience: Minimum 1 year of experience in International Chat Process - Customer Support (as per key skills). Minimum 1 year of experience in Customer Service & Operations Management in ANZ Utilities is mandatory (as per job description). Skills:Excellent Verbal communication skills are essential. Exceptional conversation skills and proficient active listening skills. Strong language skills; ability to articulate clearly and be understood. Demonstrated ability to adapt to diverse conversational styles and manage ownership of issues. Ability to negotiate and properly handle objections with customers. Ability to stay current on company policies and procedures and set proper expectations. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Then, follow these steps: Click on the Start option to apply and fill your details. Select the location as Other (to get multiple location options). Type: Job Code #245 for Kolkata.

Outpace Consulting Services is seeking a skilled Workforce Management Lead for a leading ITES company. In this role, you will be responsible for planning, forecasting, scheduling, and managing staffing resources, particularly within contact center environments. Your primary goal will be to balance cost efficiency with service quality by ensuring the right number of people are scheduled at the right times to effectively handle customer demand, preventing both overstaffing and understaffing. Key Responsibilities: Forecasting & Scheduling: Apply your expertise in Forecasting, Scheduling, and Capacity Planning to optimize staffing levels. Capacity Management: Execute capacity ramp-up and ramp-down strategies across all Lines of Business (LOBs). Productivity & Efficiency: Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies. Analytical Problem Solving: Leverage a strong analytical background to standardize workflow activities, analyze complex data, and resolve a wide range of short-term and strategic problems. Relationship Management: Build and maintain successful relationships, with a proven track record of generating and managing plans, reports, and analyses. Risk Mitigation: Mitigate capacity risks by identifying and communicating dependencies across multiple operating units and sites, and actively managing expectations. Performance Reporting: Manage the analysis and reporting of daily, weekly, and monthly site performance using Key Performance Indicators (KPIs). Industry Best Practices: Apply an understanding of the latest industry-wide Workforce Management (WFM) practices for both Voice/Non-Voice & Back Office (BO) operations. Required Qualifications: Experience: Overall 6 years of experience , with a minimum of 3 years in Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations . Minimum 1 year of WFM Lead experience . Minimum 3 years of International BPO experience . Skills: Excellent knowledge of Excel & Macros . Good communication and interpersonal skills. Strong analytical abilities. Ability to multitask effectively. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Then, follow these steps: Click on the Start option to apply and fill your details. Select the location as Other (to get multiple location options). For Kolkata , type: Job Code #196 For Chennai , type: Job Code #553