Process Associate - Digital (Web Chat & Email)*

*Company: TCS | Location: Kolkata*

*Job Code: 434129 | Band: BPO 1/2*

*Salary: Up to 7 LPA*

*Domain: Utilities - Electricity & Gas Customer Service*

*Experience: 3-8 Years*

*About The Role:*

We are hiring Digital Customer Service Professionals for an International Utilities process. You will handle customer queries via Web Chat & Email, providing accurate, empathetic, and timely resolutions.

*Key Responsibilities:*

- Handle customer enquiries via Web Chat, Email & Digital Channels

- Resolve billing, account, payments, usage, complaints & retention queries

- Manage multiple concurrent chats while maintaining quality & TAT

- Explain complex bills and charges in simple, customer-friendly language

- Perform customer verification and ensure data privacy & compliance

- Maintain accurate CRM documentation and case notes

- Meet Quality, CSAT, Productivity & SLA targets

- Escalate high-risk issues as per defined process

*Key Requirements:*

- *2-4 Years* experience in International Web Chat / Email / Digital Support (Mandatory)

- Excellent Written English - grammar, punctuation, tone & empathy

- Experience in Complaint Handling, Billing Queries, Retention

- Strong probing, problem-solving & multitasking skills

- Hands-on with CRM tools, Chat platforms, Email tools, Knowledge Base

- Utilities domain experience is a strong plus

- *Willingness to work in Rotational Shifts including Night / Graveyard shifts*

*Skills Required:*

Web Chat Support | Email Support | Digital Customer Service | Written Communication | Complaint Resolution | Billing Support | CRM | Customer Retention

*Education:* Bachelor's Degree Preferred (Any Discipline)

*Preferred:*

- Utilities Customer Service Experience

- Lean Six Sigma / COPC Knowledge

- Exposure to Interaction Analytics

*Location:* Kolkata (Work from Office)

*Shift:* Rotational Shifts (Including Nights)

*Interested candidates can apply with Job Code: 434129*

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