Process Associate - Digital (Webchat and Email)

Location: Kolkata

Experience:3-8 years

Domain:Utilities – Electricity & Gas Customer Service

Process Type: Web Chat, Email & Digital Customer Support

Shift: Willingness to work rotational shifts, including night/graveyard shifts, based on business requirements

 Role Purpose

Handle customer enquiries through web chat, email, and other approved digital channels by providing accurate, timely, and professional responses. The role focuses on understanding customer intent, resolving queries at first contact wherever possible, managing complex conversations, supporting retention, explaining billing and account information, and maintaining complete and compliant customer records.

 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 with strong grammar, spelling, punctuation, clarity, empathy, and the ability to adapt communication tone based on customer situations.

- Experience handling customer queries, complaints, escalations, retention conversations, and complex billing or account-related queries through non-voice channels.

- Ability to manage multiple concurrent chats while maintaining accuracy, customer focus, and response-time expectations.

- Strong probing, comprehension, and problem-solving skills with the ability to identify customer intent and provide complete and relevant resolutions.

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

- Understanding of customer verification, privacy, secure information handling, consent, mandatory disclosures, and accurate case documentation.

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

 Key Responsibilities

- Handle web chat, email, and other digital customer interactions in accordance with approved processes, service standards, and communication guidelines.

- Understand customer intent through effective written probing and provide accurate, complete, and easy-to-understand responses.

- Handle queries related to accounts, billing, usage, payments, adjustments, service requests, complaints, retention, and escalations within the authorized scope.

- Manage difficult customer conversations professionally, demonstrate empathy, and de-escalate issues while maintaining a positive customer experience.

- Explain complex bills, charges, usage details, payment information, and available customer options clearly through digital channels.

- Support customer retention by identifying reasons for cancellation or dissatisfaction and presenting approved solutions where applicable.

- Manage multiple concurrent chats effectively while maintaining response timeliness and ensuring customer information is not mixed between conversations.

- Complete customer authentication and follow privacy, consent, disclosure, secure-data-handling, and compliance requirements.

- Maintain accurate case notes and update CRM records with interaction summaries, actions completed, commitments, and next steps.

- Use approved knowledge articles, templates, and macros appropriately while personalising responses to the customer’s context.

- Meet defined quality, productivity, customer-experience, and service-level expectations.

- Escalate unresolved, high-risk, or out-of-scope issues through approved escalation channels with complete documentation.

- Participate in coaching, refresher training, and process updates, and apply feedback to improve customer outcomes.

- Identify recurring customer issues, knowledge gaps, or process challenges and share improvement opportunities with the Team Leader or relevant support function.

 Core Digital Service Capabilities

Customer Query Resolution

- Understand customer intent, apply effective probing, and provide complete and accurate resolutions within the authorised scope.

Written Communication

- Use clear, concise, grammatically correct communication with appropriate tone, empathy, personalisation, and digital etiquette.

Chat Flow & Control

- Effectively manage opening, verification, probing, response flow, hold/delay messages, concurrent chats, recap, and closure.

Resolution Accuracy

- Provide accurate account, billing, payment, service, and process information using approved systems and knowledge sources.

Compliance & Documentation

- Follow authentication, privacy, consent, secure information handling, mandatory disclosure, and case-documentation requirements.

Problem Solving

- Analyse customer information, identify underlying issues, and select the appropriate approved resolution or escalation path.

Productivity & SLA Management

- Balance quality and customer experience with response time, chat concurrency, productivity, and service-level expectations.

Feedback & Continuous Learning

- Act on coaching and quality feedback, complete required learning, and consistently apply process and knowledge updates.

Digital Service Improvement

- Identify recurring customer pain points, knowledge gaps, template issues, and process friction, and recommend practical improvements.

Qualifications & Skills

Experience

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

Core Skills

- Web Chat & Digital Customer Service

- Written Communication

- Query Resolution

- Complaint Handling

- Customer Retention

- Billing Support

- Compliance

- Documentation

- Multitasking

Communication Skills

- Excellent written English

- Strong grammar and tone

- Concise digital writing

- Objective documentation

- Stakeholder communication

Analytical Skills

- Problem solving

- Information interpretation

- Customer-intent identification

- Accurate decision-making

- Attention to detail

Systems & Tools

- Web chat and email platforms

- CRM / case-management systems

- Knowledge-base tools

- Excel / reporting tools

- Exposure to interaction analytics is desirable

Education

- Bachelor's degree in any discipline preferred.

- Equivalent qualifications may be considered as per hiring policy.

 Preferred Domain Knowledge

- Utilities – Electricity & Gas Customer Service

- Digital customer lifecycle

- Chat concurrency

- Email handling

- Billing and payments

- Complaints

- Retention

- Escalation processes

Preferred Certifications

- Lean Six Sigma Yellow or Green Belt

- COPC or equivalent quality-framework awareness

- Digital customer-service certification, where applicable