• 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

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.