Hiring: Process Associate – Digital (Web Chat & Email)

Location: Kolkata

Domain: Utilities – Electricity & Gas Customer Service

Experience: 3–8 Years

Relevant Experience: 2–4 Years in International Web Chat / Email / Digital Customer Support

Band: BPO 1 / 2

Job Code: 438654

Process: Non-Voice – Web Chat & Email

Shift: Rotational shifts, including night/graveyard shifts

Job Description

We are hiring experienced Process Associates – Digital to handle customer queries through web chat, email, and other digital communication channels for an international Utilities (Electricity & Gas) customer service process.

The ideal candidate should have excellent written English, strong problem-solving abilities, and experience handling customer complaints, billing inquiries, escalations, and retention-related conversations through non-voice channels.

Key Responsibilities

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• Handle customer inquiries through web chat, email, and other digital channels.
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• Resolve customer queries related to billing, payments, account information, usage, and service requests.
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• Manage customer complaints, escalations, and retention-related conversations professionally.
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• Handle multiple concurrent chats while maintaining accuracy and response-time standards.
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• Demonstrate excellent written communication, empathy, and problem-solving skills.
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• Explain billing statements, charges, payments, and available customer options.
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• Follow customer verification, data privacy, security, and compliance procedures.
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• Maintain accurate customer records, case notes, and interaction documentation.
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• Meet quality, productivity, customer satisfaction, and service-level targets.
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Qualifications & Skills

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• 2–4 years of experience in international web chat, email, or digital customer service.
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• Utilities (Electricity & Gas) customer service experience is preferred.
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• Excellent written English with strong grammar, spelling, and punctuation.
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• Experience handling customer complaints, escalations, billing, and retention queries.
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• Ability to manage multiple chats simultaneously.
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• Strong analytical, probing, and problem-solving skills.
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• Working knowledge of CRM systems, chat platforms, email tools, and MS Office.
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• Ability to work rotational shifts, including night/graveyard shifts.
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• Bachelor's degree in any discipline preferred.
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Important Hiring Guidelines

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• Ex-TCS employees are not eligible.
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• PAN and Date of Birth (DOB) are mandatory for profile creation.
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• Candidates must be comfortable working rotational shifts, including night shifts.
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