Process Associate – Digital (Webchat and Email)

Location: Kolkata
Experience: 3–8 Years
Domain: Utilities – Electricity & Gas Customer Service
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts

Job Summary

We are looking for a Process Associate to handle international customer interactions through web chat, email and other approved digital channels. The role involves resolving customer queries, handling billing and account-related concerns, supporting retention, managing multiple conversations and maintaining accurate customer records.

Key Responsibilities

• Handle customer queries through web chat, email and digital channels.
• Understand customer requirements through effective written probing and provide accurate resolutions.
• Handle account, billing, usage, payment, adjustment, service, complaint and retention-related queries.
• Manage difficult conversations professionally and demonstrate empathy while resolving customer concerns.
• Explain bills, charges, usage details, payments and customer options clearly.
• Support customer retention by understanding cancellation or dissatisfaction reasons and providing approved solutions.
• Manage multiple concurrent chats while maintaining accuracy and response-time standards.
• Complete customer verification and follow privacy, consent, security and compliance requirements.
• Maintain accurate case notes and update CRM records with actions, commitments and next steps.
• Use approved knowledge articles, templates and macros while personalising responses.
• Meet quality, productivity, customer-experience and SLA targets.
• Escalate unresolved or out-of-scope issues through the appropriate channels.
• Participate in coaching, refresher training and process updates.
• Identify recurring customer issues, knowledge gaps and process challenges and share improvement opportunities.

Required Skills & Experience

• 3–8 years of relevant experience, with 2–4 years of international web chat, email or digital customer-service experience preferred.
• Utilities customer-service experience is preferred.
• Excellent written English with strong grammar, clarity, empathy and professional tone.
• Experience handling complaints, escalations, retention and complex billing or account queries.
• Ability to manage multiple concurrent chats while maintaining accuracy and customer focus.
• Strong probing, comprehension, problem-solving and decision-making skills.
• Working knowledge of CRM/case-management systems, web-chat platforms, email tools and knowledge bases.
• Understanding of customer verification, privacy, consent, secure information handling and documentation.
• Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Domain Knowledge

• Utilities – Electricity & Gas Customer Service
• Billing and payments
• Customer accounts
• Digital customer service
• Chat concurrency
• Customer retention
• Complaints and escalations

Education

Bachelor’s degree in any discipline preferred.

Important Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth are mandatory for profile creation.