Process Associate – Digital (Web Chat & Email)

Role Purpose

We are looking for a customer-focused Process Associate to handle customer enquiries through web chat, email, and other approved digital channels. The role involves resolving customer queries, managing complaints and escalations, supporting customer retention, explaining billing and account information, and maintaining accurate customer records while adhering to quality, service-level, and compliance standards.

Key Responsibilities

• Handle customer interactions through web chat, email, and other approved digital channels.

• Understand customer requirements through effective written probing and provide accurate, timely, and complete resolutions.

• Resolve queries related to accounts, billing, usage, payments, adjustments, and service requests.

• Manage complaints, escalations, and difficult customer conversations professionally, demonstrating empathy and effective de-escalation skills.

• Explain bills, charges, usage details, payment information, and available customer options clearly.

• Support customer retention by identifying cancellation concerns and offering approved solutions.

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

• Follow customer authentication, privacy, consent, disclosure, and secure-data-handling requirements.

• Maintain accurate CRM records, case notes, interaction summaries, actions taken, and follow-up commitments.

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

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

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

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

• Identify recurring customer issues and recommend opportunities for process improvement.

Key Requirements

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

• Utilities customer-service experience is preferred.

• Excellent written English, including grammar, spelling, punctuation, clarity, and professional tone.

• Experience handling customer queries, complaints, escalations, retention, and billing-related issues through non-voice channels.

• Ability to manage multiple concurrent chats without compromising accuracy.

• Strong probing, comprehension, analytical, and problem-solving skills.

• Working knowledge of CRM/case-management systems, web-chat platforms, email tools, and knowledge bases.

• Understanding of customer verification, privacy, consent, compliance, and documentation procedures.

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

Required Skills

• Web Chat & Digital Customer Service

• Written Communication

• Customer Query Resolution

• Complaint Handling & Escalation Management

• Customer Retention

• Billing & Payment Support

• Multitasking & Chat Concurrency

• Problem Solving & Analytical Thinking

• CRM Documentation

• Compliance & Data Privacy

• Attention to Detail

• SLA & Productivity Management

Systems & Tools

• Web-chat and email platforms

• CRM and case-management systems

• Knowledge-base tools

• Microsoft Excel and reporting tools

• Interaction analytics exposure is desirable.

Qualifications

A bachelor's degree in any discipline is preferred. Equivalent qualifications may be considered according to hiring policy.

Preferred Domain Knowledge

• Electricity and gas customer service

• Customer lifecycle management

• Billing and payments

• Email handling and chat concurrency

• Complaint resolution, retention, and escalation processes

Preferred Certifications

• Lean Six Sigma Yellow Belt or Green Belt

• COPC or equivalent quality-framework awareness

• Relevant digital customer-service certifications

Important Hiring Information

• Ex-TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for employee profile creation.

• Candidates must be willing to work rotational shifts, including night/graveyard shifts.