Process Associate – Digital (Web Chat & Email)

Location: Kolkata
Experience: 3–8 years
Salary: Up to ₹7 LPA
Band: BPO 1/2
Process: Web Chat, Email & Digital Customer Support
Domain: Utilities – Electricity & Gas Customer Service
Shift: Rotational shifts, including night/graveyard shifts as per business requirements

Job Overview

We are hiring Process Associates – Digital to handle customer interactions through Web Chat, Email, and other approved digital channels. The role involves resolving customer queries, handling complaints and escalations, supporting retention, explaining billing and account information, and maintaining accurate customer records.

Key Responsibilities

• Handle customer queries through Web Chat, Email, and digital channels.

• Understand customer intent through effective probing and provide accurate resolutions.

• Handle account, billing, payment, usage, service, complaint, retention, and escalation-related queries.

• Explain bills, charges, payments, and customer options clearly.

• Manage difficult conversations professionally with empathy and appropriate de-escalation.

• Manage multiple concurrent chats while maintaining accuracy and response-time standards.

• Complete customer authentication and follow privacy, consent, security, and compliance requirements.

• Maintain accurate CRM/case notes, interaction summaries, actions, commitments, and next steps.

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

• Meet defined quality, productivity, customer-experience, and SLA targets.

• Escalate unresolved or out-of-scope issues through the appropriate channels.

• Participate in coaching, training, and process updates.

Required Skills

• Web Chat & Digital Customer Service

• Email Support

• Customer Query Resolution

• Complaint Handling

• Customer Retention

• Billing & Payment Support

• Excellent Written English

• Grammar, Tone & Digital Communication

• Problem Solving

• Multitasking / Chat Concurrency

• CRM / Case Management

• Compliance & Documentation

• Attention to Detail

Candidate Profile

• 2–4 years of international Web Chat, Email, or Digital Customer Service experience preferred.

• Utilities/Electricity & Gas customer-service experience is an advantage.

• Strong written English with excellent grammar, clarity, empathy, and tone adaptation.

• Experience handling complex queries, complaints, escalations, retention, and billing-related interactions.

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

• Bachelor's degree in any discipline preferred.

Important Information

• Ex-TCS employees are not eligible.

• PAN and DOB are required for profile creation.

• Completion of the questionnaire form is mandatory.

Mandatory Questionnaire

Please complete the questionnaire using the link below:

Questionnaire Link: ​https://myglit.com/lateral/cref/ef1cd0bcbe

Only candidates meeting the eligibility criteria will be considered.