434129 Process Associate - Digital (Webchat and Email)_A_Kolkata

Gratitude Inc

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15 hours ago

3-8 Year(s)

Kolkata

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Job Description

Key Skills

CRM (Customer relationship Management) Documentation ms excel Strong Communication Skills (Verbal and Written)) Web Chat, Email & Digital Customer Support

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

Process Associate – Digital (Webchat & Email)

Job Location: Kolkata
Experience: 3–8 years
Relevant Experience: 2–4 years in International Web Chat, Email, or Digital Customer Service
Band: BPO 1/2
Salary: Up to ₹7 LPA
Job Code: 434129
Domain: Utilities – Electricity & Gas Customer Service
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts as per business requirements

Role Purpose

We are looking for a Process Associate – Digital to handle customer interactions through web chat, email, and other approved digital channels. The role requires excellent written communication, strong customer-handling skills, effective problem solving, and the ability to resolve queries accurately while maintaining compliance and customer experience standards.

The successful candidate will manage customer queries, complaints, billing and account-related concerns, retention conversations, escalations, and service requests while maintaining accurate CRM records and meeting quality, productivity, and service-level targets.

Key Responsibilities

Handle customer interactions through web chat, email, and other approved digital channels.
Understand customer intent through effective written probing and provide accurate, complete, and easy-to-understand resolutions.
Handle queries related to accounts, billing, usage, payments, adjustments, service requests, complaints, retention, and escalations within the authorized scope.
Manage difficult or dissatisfied customers professionally using empathy, active listening, and appropriate de-escalation techniques.
Explain complex bills, charges, usage details, payments, adjustments, and available customer options clearly.

Support customer retention by identifying cancellation or dissatisfaction drivers and presenting approved solutions where applicable.
Manage multiple concurrent chats while maintaining accuracy, response-time expectations, and customer focus.
Complete customer authentication and comply with privacy, consent, mandatory disclosure, and secure-data-handling requirements.
Maintain accurate CRM/case-management records, including interaction summaries, actions taken, commitments, and next steps.
Use approved knowledge articles, templates, macros, and process documentation while personalizing responses to the customer’s situation.
Meet defined quality, productivity, customer-experience, response-time, and SLA targets.
Escalate unresolved, high-risk, or out-of-scope issues through approved channels with complete documentation.
Participate in coaching, refresher training, calibration sessions, and process updates.
Apply quality feedback and process changes consistently to improve customer outcomes.
Identify recurring customer issues, knowledge gaps, template issues, and process challenges and share improvement opportunities with the Team Leader or relevant support teams.

Core Skills & Competencies

Digital Customer Service

International web chat, email, and non-voice customer support experience.
Ability to manage multiple concurrent chats effectively.
Strong understanding of digital customer lifecycle and chat/email etiquette.
Ability to maintain response quality while meeting productivity and SLA expectations.

Written Communication

Excellent written English with strong grammar, spelling, punctuation, and clarity.
Ability to communicate concisely and professionally through digital channels.
Strong empathy and ability to adapt communication tone based on customer situations.
Ability to write objective and accurate case documentation.

Customer & Query Resolution

Strong probing, comprehension, and problem-solving skills.
Experience handling customer complaints, escalations, and complex queries.
Ability to identify underlying customer issues and provide complete resolutions.
Experience with billing, payments, account, service, or retention-related queries is preferred.

Compliance & Documentation

Understanding of customer verification and authentication processes.
Knowledge of privacy, consent, secure information handling, and mandatory disclosures.
Ability to maintain accurate CRM and case-management records.
Strong attention to detail and adherence to approved processes.

Systems & Tools

Experience using web-chat and email platforms.
Working knowledge of CRM/case-management systems.
Ability to use knowledge bases, templates, macros, and digital support tools.
Working knowledge of MS Excel and standard productivity applications
Exposure to interaction analytics is desirable.

Preferred Domain Experience

Experience in Utilities – Electricity & Gas Customer Service is preferred, particularly in:

Electricity and gas customer service
Billing and payments
Usage and account queries
Customer complaints
Retention and cancellation handling
Service requests
Escalation management
Digital customer lifecycle

Qualifications

Bachelor’s degree in any discipline preferred.
Equivalent qualifications may be considered as per hiring policy.
Strong written and spoken English communication skills.
Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Certifications

Lean Six Sigma Yellow Belt or Green Belt
COPC or equivalent quality-framework awareness
Digital customer-service certification, where applicable

Candidate Profile

The ideal candidate should be customer-focused, detail-oriented, adaptable, and comfortable handling multiple digital interactions simultaneously. The candidate must demonstrate strong written communication, problem-solving ability, process adherence, and the maturity to manage sensitive or difficult customer conversations professionally.

Important:

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.
Candidates must be willing to work rotational shifts, including night/graveyard shifts, based on business requirements.

Role

Appeals Support Specialist

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.

Nirad Prava Rout

Recruiter - Gratitude Inc

NA, india

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