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, based on business requirements

Role Purpose

We are looking for a Process Associate – 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 while ensuring compliance with process and service standards.

Key Responsibilities

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

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

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

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

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

• Support customer retention by identifying cancellation or dissatisfaction reasons and providing approved solutions.

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

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

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

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

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

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

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

• Identify recurring customer issues and process gaps and share improvement opportunities with the Team Leader.

Key Requirements

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

• International customer-service experience is preferred.

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

• Excellent written English with strong grammar, spelling, punctuation, clarity, and empathy.

• Experience handling complaints, escalations, retention conversations, and billing/account-related queries.

• Ability to manage multiple concurrent chats effectively.

• Strong probing, comprehension, problem-solving, and customer-intent identification skills.

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

• Understanding of customer verification, privacy, secure-data handling, consent, and mandatory disclosures.

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

Core Skills

• Web Chat & Digital Customer Service

• Written Communication

• Query Resolution

• Complaint Handling

• Customer Retention

• Billing Support

• Customer Service

• Compliance

• Documentation

• Multitasking

• Problem Solving

• Attention to Detail

Preferred Domain Knowledge

• Utilities – Electricity & Gas Customer Service

• Digital Customer Lifecycle

• Chat Concurrency

• Email Handling

• Billing & Payments

• Complaints Management

• Customer Retention

• Escalation Processes

Education

Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered as per hiring policy.

Important Eligibility Criteria

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