Urgent Opening: Digital Customer Support (Web Chat & Email)

Job Description

Are you experienced in international digital customer service and skilled at resolving customer concerns through written communication? We are looking for customer-focused professionals to manage web chat, email, and other digital interactions for a utilities customer-service operation. The role involves handling billing and account enquiries, resolving complaints, supporting customer retention, and ensuring accurate, timely, and compliant customer service.

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, depending on business requirements

Candidate Requirements

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

• Utilities customer-service experience is preferred.

• Excellent written English, with strong grammar, spelling, punctuation, and the ability to communicate with clarity and empathy.

• Experience handling customer complaints, escalations, retention discussions, and complex billing or account enquiries.

• Ability to manage multiple chat conversations simultaneously while maintaining accuracy and timely responses.

• Strong customer-intent assessment, probing, comprehension, and problem-solving skills.

• Familiarity with CRM systems, case-management tools, web-chat platforms, email applications, and knowledge bases.

• Understanding of customer verification, data privacy, consent, compliance, and secure information handling.

• Willingness to work rotational shifts, including night shifts.

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

Key Responsibilities

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

• Identify customer needs and provide complete, accurate, and relevant solutions.

• Handle enquiries concerning billing, payments, usage, account updates, adjustments, and service requests.

• Address complaints and escalations professionally, using empathy and effective de-escalation techniques.

• Explain billing information, charges, payment details, and service options in a clear and understandable manner.

• Support retention efforts by understanding customer dissatisfaction and communicating approved solutions.

• Manage concurrent chats efficiently while maintaining service quality and response-time targets.

• Follow customer authentication, privacy, consent, and mandatory disclosure procedures.

• Document interactions accurately and update CRM records with resolutions, actions, and follow-up requirements.

• Use approved knowledge articles, templates, and response guidelines appropriately.

• Escalate complex or unresolved cases through the correct support channels.

• Achieve defined productivity, quality, customer experience, and service-level targets.

• Apply coaching feedback and process updates to improve service delivery.

Essential Competencies

• Strong written communication and digital customer-service etiquette.

• Effective chat handling and multitasking capabilities.

• Customer query resolution and complaint management.

• Billing support and customer retention awareness.

• Accurate documentation and compliance with data-protection standards.

• Analytical thinking, attention to detail, and sound judgement.

• Ability to work effectively in a performance-driven environment.

Preferred 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.