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
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.