Process Associate – Digital (Web Chat & Email)

Gratitude Inc

20 Views

16 hours ago

3-8 Year(s)

₹ 50 - ₹ 60 Thousand p.m

Kolkata

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Job Description

Key Skills

CRM (Customer relationship Management) Customer Service Handling Complaints Multitasking Case Management email support Problem-Solving Skills Excellent verbal and written English communication skills Attention to detail Excellent written and verbal communications skills. Web Chat, Email & Digital Customer Support

4 candidate(s) have already applied for this Job. Apply now

Process Associate – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–8 years
Salary: Up to ₹7 LPA
Band: BPO 1/2
Process: Web Chat, Email & Digital Customer Support
Domain: Utilities – Electricity & Gas Customer Service
Shift: Rotational shifts, including night/graveyard shifts as per business requirements

Job Overview

We are hiring Process Associates – Digital to handle customer interactions through Web Chat, Email, and other approved digital channels. The role involves resolving customer queries, handling complaints and escalations, supporting retention, explaining billing and account information, and maintaining accurate customer records.

Key Responsibilities

Handle customer queries through Web Chat, Email, and digital channels.
Understand customer intent through effective probing and provide accurate resolutions.
Handle account, billing, payment, usage, service, complaint, retention, and escalation-related queries.
Explain bills, charges, payments, and customer options clearly.
Manage difficult conversations professionally with empathy and appropriate de-escalation.
Manage multiple concurrent chats while maintaining accuracy and response-time standards.
Complete customer authentication and follow privacy, consent, security, and compliance requirements.
Maintain accurate CRM/case notes, interaction summaries, actions, commitments, and next steps.
Use approved knowledge articles, templates, and macros while personalising responses.
Meet defined quality, productivity, customer-experience, and SLA targets.
Escalate unresolved or out-of-scope issues through the appropriate channels.
Participate in coaching, training, and process updates.

Required Skills

Web Chat & Digital Customer Service
Email Support
Customer Query Resolution
Complaint Handling
Customer Retention
Billing & Payment Support
Excellent Written English
Grammar, Tone & Digital Communication
Problem Solving
Multitasking / Chat Concurrency
CRM / Case Management
Compliance & Documentation
Attention to Detail

Candidate Profile

2–4 years of international Web Chat, Email, or Digital Customer Service experience preferred.
Utilities/Electricity & Gas customer-service experience is an advantage.
Strong written English with excellent grammar, clarity, empathy, and tone adaptation.
Experience handling complex queries, complaints, escalations, retention, and billing-related interactions.
Willingness to work rotational shifts, including night/graveyard shifts.
Bachelor's degree in any discipline preferred.

Important Information

Ex-TCS employees are not eligible.
PAN and DOB are required for profile creation.
Completion of the questionnaire form is mandatory.

Mandatory Questionnaire

Please complete the questionnaire using the link below:

Questionnaire Link: https://myglit.com/lateral/cref/ef1cd0bcbe

Only candidates meeting the eligibility criteria will be considered.

Role

Customer Service Executive -Chat

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Abhishek Kumar

Recruiter - Gratitude Inc

NA, india

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500+ Posts

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