Process Associate – Digital (Web Chat & Email) – Kolkata

About the role

We are hiring a Process Associate – Digital (Web Chat & Email) in Kolkata for an international utilities (electricity and gas) customer service account. You will answer customer enquiries through web chat, email and other approved digital channels, giving accurate, timely and professional responses. You will resolve queries at first contact wherever possible, explain bills and account information clearly, handle complaints and retention conversations, and keep complete, compliant customer records. This role involves rotational shifts, including nights, with a salary of up to ₹7 LPA.

Key responsibilities

Customer interactions

• Handle web chat, email and other digital interactions in line with approved processes, service standards and communication guidelines
  
• Understand customer intent through effective written probing and give accurate, complete, easy-to-understand answers
  
• Handle queries on accounts, billing, usage, payments, adjustments, service requests, complaints, retention and escalations, within your authorized scope
  
• Manage difficult conversations professionally, show empathy and de-escalate issues
  
• Explain complex bills, charges, usage details and payment options clearly
  
• Support retention by finding out why customers want to cancel or are unhappy, and presenting approved solutions
  
• Manage multiple concurrent chats while keeping response times on target and customer information separate
  

Compliance and documentation

• Complete customer authentication and follow privacy, consent, disclosure, secure-data-handling and compliance requirements
  
• Keep accurate case notes and update CRM records with summaries, actions, commitments and next steps
  
• Use approved knowledge articles, templates and macros, and personalise each reply to the customer’s situation
  
• Escalate unresolved, high-risk or out-of-scope issues through approved channels, with full documentation
  

Performance and improvement

• Meet quality, productivity, customer experience and service-level targets
  
• Take part in coaching, refresher training and process updates, and apply feedback
  
• Spot recurring customer issues, knowledge gaps or process problems and share improvement ideas with your Team Leader
  

Required qualifications and experience

• 2 to 4 years in international web chat, email or digital customer service
  
• Excellent written English: strong grammar, spelling, punctuation, clarity and empathy, with the ability to adapt tone to the situation
  
• Experience handling queries, complaints, escalations, retention conversations and billing or account queries through non-voice channels
  
• Ability to manage multiple concurrent chats while staying accurate and meeting response times
  
• Strong probing, comprehension and problem-solving skills
  
• Working knowledge of CRM or case-management systems, knowledge bases, web chat platforms, email tools and standard productivity applications
  
• Understanding of customer verification, privacy, secure information handling, consent, mandatory disclosures and case documentation
  
• Willing to work rotational shifts, including night and graveyard shifts
  

Preferred qualifications

• Utilities (electricity and gas) customer service experience
  
• Bachelor’s degree in any discipline (equivalent qualifications may be considered)
  
• Exposure to interaction analytics
  
• Lean Six Sigma Yellow or Green Belt, COPC or similar quality framework awareness, or a digital customer service certification
  

Core skills

Web chat and digital customer service, written communication, query resolution, complaint handling, customer retention, billing support, compliance, documentation, multitasking, problem solving, attention to detail and customer-intent identification.

Job details

Why join

• Build your career on an international utilities digital support account
  
• Salary of up to ₹7 LPA
  
• Regular coaching, refresher training and quality feedback
  
• Work with CRM, chat and email platforms
  
• Growth path to senior associate and team lead roles