Process Associate – Digital (Webchat & Email)

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, based on business requirements

Role Overview

We are looking for experienced Process Associates – Digital to manage customer interactions through web chat, email, and other approved digital channels for an international utilities customer-service process.


The role involves resolving customer queries related to billing, payments, accounts, usage, service requests, complaints, and retention, while delivering accurate, empathetic, and timely support. The ideal candidate should have excellent written English, strong problem-solving abilities, and experience handling international customers through non-voice channels.


Key Responsibilities

Handle customer interactions through web chat, email, and digital support channels.

Understand customer intent through effective written probing and provide accurate, complete resolutions.

Resolve queries related to:

Customer accounts

Billing and charges

Electricity/gas usage

Payments and adjustments

Service requests

Complaints and escalations

Customer retention and cancellations

Manage difficult conversations professionally and use appropriate empathy and de-escalation techniques.

Explain complex billing, payment, usage, and account information in a simple and customer-friendly manner.

Identify customer dissatisfaction or cancellation intent and offer approved retention solutions where applicable.

Manage multiple concurrent chats while maintaining accuracy, response time, and customer focus.

Complete customer authentication and follow all privacy, consent, security, and mandatory disclosure requirements.

Maintain accurate CRM/case-management records, including interaction summaries, actions taken, commitments, and next steps.


Use approved knowledge articles, templates, and macros while appropriately personalising responses.

Meet defined quality, productivity, SLA, customer experience, and compliance targets.

Escalate complex, high-risk, or out-of-scope cases through the appropriate channels.

Participate in coaching, training, refresher sessions, and process updates.

Identify recurring customer issues, knowledge gaps, and process challenges and communicate improvement opportunities to the relevant team.

Candidate Requirements

Experience

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

Overall experience of 3–8 years may be considered based on relevant experience.

Experience in Utilities – Electricity & Gas Customer Service is preferred.

Prior experience handling international customers through non-voice channels is highly desirable.

Communication Skills

Excellent written English.

Strong grammar, spelling, punctuation, and sentence construction.

Ability to communicate clearly, concisely, and professionally.

Strong empathy and ability to adapt tone according to customer situations.

Good digital communication etiquette.

Functional Skills

Web Chat & Digital Customer Service

Email Handling

Customer Query Resolution

Complaint Handling

Customer Retention

Billing & Payment Support

Escalation Management

Customer Authentication

Compliance & Secure Data Handling

CRM/Case Documentation

Multitasking and Chat Concurrency

Analytical & Problem-Solving Skills

Strong customer-intent identification.

Effective probing and comprehension.

Ability to analyse customer information and identify root causes.

Accurate decision-making within authorised processes.

Strong attention to detail.

Ability to provide complete and relevant resolutions.

Systems & Tools

Working knowledge of:

CRM / Case Management systems

Web-chat platforms

Email management tools

Knowledge-base applications

MS Excel and standard productivity tools

Interaction analytics tools – desirable

Core Digital Service Capabilities

Customer Query Resolution: Understand customer intent, probe effectively, and provide complete and accurate resolutions.

Written Communication: Deliver clear, concise, grammatically correct, empathetic, and personalised responses.

Chat Flow & Control: Manage opening, authentication, probing, response flow, hold/delay messages, concurrent chats, recap, and closure effectively.

Resolution Accuracy: Provide accurate information regarding accounts, billing, payments, usage, services, and processes.

Compliance & Documentation: Follow authentication, privacy, consent, secure-data-handling, disclosure, and documentation requirements.

Problem Solving: Analyse customer information, identify the underlying issue, and determine the appropriate resolution or escalation path.

Productivity & SLA Management: Balance customer experience and quality with response time, concurrency, productivity, and service-level requirements.

Continuous Learning: Act on coaching and quality feedback and consistently apply process and knowledge updates.

Digital Service Improvement: Identify recurring customer pain points, knowledge gaps, template issues, and process challenges and suggest practical improvements.

Preferred Domain Knowledge

Candidates with knowledge of the following will be preferred:

Electricity & Gas Customer Service

Utilities customer lifecycle

Digital customer service

Web-chat concurrency

Email customer support

Billing and payments

Complaint management

Customer retention

Escalation processes

Education

Bachelor's degree in any discipline preferred.

Equivalent qualifications may be considered as per hiring policy.

Preferred Certifications

Lean Six Sigma Yellow Belt / Green Belt

COPC or equivalent quality-framework awareness

Digital customer-service certification, where applicable

Shift & Work Requirements

Willingness to work rotational shifts, including night/graveyard shifts, based on business requirements.

Ability to manage multiple digital customer interactions simultaneously.

Flexibility to work according to international customer-service operating hours.

Important Eligibility Criteria

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are mandatory for profile creation and recruitment processing.

Candidates must be comfortable providing the required information as part of the official hiring process.

Ideal Candidate Profile

The ideal candidate is an experienced digital customer-service professional with strong written English, excellent customer-handling skills, and proven experience in international web chat/email support. Candidates who have handled billing, complaints, retention, escalations, and complex customer queries in a utilities or similar international customer-service environment are strongly preferred.