Process Associate - Digital (Webchat and Email)_A_Kolkata

Gratitude Inc

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14 hours ago

3-8 Year(s)

Kolkata

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Job Description

Key Skills

CRM (Customer relationship Management) Customer Service Documentation Key Account Management Problem Solving Case Management Communication Skills Data Entry customer experience lead Attention to detail Deep understanding of service excellence & complaint handling Web Chat, Email & Digital Customer Support

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Process Associate – Digital (Webchat and Email)

Location: Kolkata
Experience: 3–8 Years
Domain: Utilities – Electricity & Gas Customer Service
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts

Job Summary

We are looking for a Process Associate to handle international customer interactions through web chat, email and other approved digital channels. The role involves resolving customer queries, handling billing and account-related concerns, supporting retention, managing multiple conversations and maintaining accurate customer records.

Key Responsibilities

• Handle customer queries through web chat, email and digital channels.
• Understand customer requirements through effective written probing and provide accurate resolutions.
• Handle account, billing, usage, payment, adjustment, service, complaint and retention-related queries.
• Manage difficult conversations professionally and demonstrate empathy while resolving customer concerns.
• Explain bills, charges, usage details, payments and customer options clearly.
• Support customer retention by understanding cancellation or dissatisfaction reasons and providing approved solutions.
• Manage multiple concurrent chats while maintaining accuracy and response-time standards.
• Complete customer verification and follow privacy, consent, security and compliance requirements.
• Maintain accurate case notes and update CRM records with actions, commitments and next steps.
• Use approved knowledge articles, templates and macros while personalising responses.
• Meet quality, productivity, customer-experience and SLA targets.
• Escalate unresolved or out-of-scope issues through the appropriate channels.
• Participate in coaching, refresher training and process updates.
• Identify recurring customer issues, knowledge gaps and process challenges and share improvement opportunities.

Required Skills & Experience

• 3–8 years of relevant experience, with 2–4 years of international web chat, email or digital customer-service experience preferred.
• Utilities customer-service experience is preferred.
• Excellent written English with strong grammar, clarity, empathy and professional tone.
• Experience handling complaints, escalations, retention and complex billing or account queries.
• Ability to manage multiple concurrent chats while maintaining accuracy and customer focus.
• Strong probing, comprehension, problem-solving and decision-making skills.
• Working knowledge of CRM/case-management systems, web-chat platforms, email tools and knowledge bases.
• Understanding of customer verification, privacy, consent, secure information handling and documentation.
• Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Domain Knowledge

• Utilities – Electricity & Gas Customer Service
• Billing and payments
• Customer accounts
• Digital customer service
• Chat concurrency
• Customer retention
• Complaints and escalations

Education

Bachelor’s degree in any discipline preferred.

Important Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth are mandatory for profile creation.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

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