Process Associate – Digital (Web Chat & Email)

• Location: Kolkata

• Job Code: 434129

• Experience: 3–8 Years

• Band: BPO 1/2

• Maximum Salary: Up to ₹7 LPA

• Industry: Utilities – Electricity & Gas Customer Service

• Process Type: International Web Chat, Email & Digital Customer Support

• Shift: Rotational shifts, including night/graveyard shifts, based on business requirements

• Work Mode: Work from Office

• Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and detail-oriented Process Associate – Digital Customer Support to handle international customer enquiries through web chat, email, and other digital communication channels.

The candidate will be responsible for resolving customer queries, providing accurate information, handling complaints, supporting customer retention, and ensuring a high-quality customer experience. The ideal candidate should have excellent written English communication, strong problem-solving abilities, and experience in international non-voice customer service operations.

Key Responsibilities

• Handle customer interactions through web chat, email, and other approved digital channels.

• Understand customer requirements and provide accurate, timely, and professional responses.

• Resolve customer queries related to accounts, billing, usage, payments, adjustments, and service requests.

• Handle customer complaints, escalations, and retention-related conversations professionally.

• Explain billing statements, charges, usage details, and payment information clearly.

• Manage multiple concurrent chats while maintaining accuracy and response-time targets.

• Demonstrate empathy and use effective communication to resolve difficult customer situations.

• Follow customer verification, data privacy, security, consent, and compliance procedures.

• Maintain accurate customer records, case notes, interaction summaries, and follow-up details in CRM systems.

• Use approved knowledge articles, email templates, and chat macros while personalising customer responses.

• Meet defined quality, productivity, customer satisfaction, and service-level targets.

• Escalate unresolved or complex customer issues through the appropriate channels.

• Participate in coaching, refresher training, and regular process updates.

• Identify recurring customer issues and suggest improvements to enhance customer experience.

Required Skills & Qualifications

• 2–4 years of experience in international web chat, email, or digital customer service.

• Experience in international non-voice customer support operations.

• Excellent written English communication with strong grammar, spelling, punctuation, and professional tone.

• Strong customer query resolution and complaint-handling skills.

• Experience handling billing-related queries, customer escalations, and retention conversations.

• Ability to manage multiple chats simultaneously.

• Strong comprehension, probing, multitasking, and problem-solving abilities.

• Knowledge of CRM, case-management systems, web-chat platforms, email tools, and knowledge bases.

• Understanding of customer verification, data privacy, compliance, and documentation procedures.

• Good attention to detail and customer-focused approach.

• Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Domain Knowledge

• Utilities – Electricity & Gas Customer Service.

• Billing, payments, usage, and account management.

• Customer complaints and retention.

• Meter readings and service requests.

• Customer lifecycle and escalation management.

• International digital customer support.

Preferred Certifications

• Lean Six Sigma Yellow Belt or Green Belt.

• COPC or equivalent quality-framework awareness.

• Digital customer-service certification.

Education

• Bachelor's degree in any discipline preferred.

• Equivalent qualifications may be considered as per hiring policy.

Important Information

• Ex-TCS employees are not eligible to apply.

• PAN card and Date of Birth (DOB) are mandatory for profile creation.

• Candidates must be comfortable working rotational shifts, including night/graveyard shifts, as per business requirements.

Ideal Candidate Profile

Candidates with international web chat and email support experience, excellent written English, strong multitasking abilities, and knowledge of customer service operations will be preferred.