Urgent Hiring: Process Associate – Digital Customer Support

We are hiring experienced Digital Customer Support Associates to manage customer enquiries through web chat, email, and other approved digital channels for an established utilities customer-service operation. The role requires excellent written communication, strong problem-solving skills, and the ability to handle billing, account, complaints, and retention-related enquiries while meeting quality and service-level expectations.

Job Details

• Location: Kolkata

• Experience: 3–8 years

• Band: BPO 1 / 2

• Domain: Utilities – Electricity & Gas Customer Service

• Process: Web Chat, Email & Digital Support

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

Requirements

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

• Utilities or electricity and gas customer-service experience preferred.

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

• Experience handling customer enquiries, complaints, escalations, retention, and complex billing or account-related issues through non-voice channels.

• Ability to manage multiple concurrent chats without compromising accuracy or response times.

• Strong probing, comprehension, analytical, and problem-solving skills.

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

• Understanding of customer authentication, data privacy, consent, mandatory disclosures, and secure information handling.

• Bachelor's degree in any discipline preferred; equivalent qualifications may be considered.

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

Key Responsibilities

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

• Understand customer needs through effective probing and provide accurate, clear, and timely resolutions.

• Support enquiries relating to billing, payments, usage, account information, service requests, adjustments, and complaints.

• Manage complex customer conversations, demonstrate empathy, and de-escalate issues professionally.

• Explain bills, charges, payment details, and available service options in a clear and customer-friendly manner.

• Support customer retention by identifying dissatisfaction or cancellation concerns and presenting approved solutions.

• Manage multiple chat conversations while maintaining response quality, accuracy, and service-level targets.

• Complete customer verification and follow all privacy, consent, disclosure, and compliance requirements.

• Maintain accurate CRM records, case notes, interaction summaries, and follow-up actions.

• Use approved knowledge articles, templates, and response guidelines while personalising customer interactions.

• Escalate unresolved or high-risk issues through the appropriate channels.

• Meet established quality, productivity, customer satisfaction, and service-level expectations.

• Apply coaching and process updates while identifying recurring customer issues and opportunities for service improvement.

Core Competencies

• Digital Communication: Clear, concise, professional, and empathetic written communication.

• Chat Management: Effective chat flow, concurrency management, response control, and conversation closure.

• Customer Resolution: Strong understanding of customer intent, billing enquiries, complaints, and retention.

• Compliance & Accuracy: Proper authentication, secure data handling, and accurate documentation.

• Productivity: Ability to balance response times, quality, and customer experience.

• Continuous Improvement: Openness to coaching, process updates, and service improvement initiatives.

Preferred Domain Knowledge & Certifications

• Electricity and gas customer-service operations.

• Utilities billing, payments, complaints, retention, and escalation processes.

• Lean Six Sigma Yellow or Green Belt.

• COPC or equivalent quality-framework awareness.

• Relevant digital customer-service certifications.