Process Associate – Digital (Webchat & Email)

Job Location: Kolkata
Experience: 3–8 years
Relevant Experience: 2–4 years in International Web Chat, Email, or Digital Customer Service
Band: BPO 1/2
Salary: Up to ₹7 LPA
Job Code: 434129
Domain: Utilities – Electricity & Gas Customer Service
Process: Web Chat, Email & Digital Customer Support
Shift: Rotational shifts, including night/graveyard shifts as per 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 requires excellent written communication, strong customer-handling skills, effective problem solving, and the ability to resolve queries accurately while maintaining compliance and customer experience standards.

The successful candidate will manage customer queries, complaints, billing and account-related concerns, retention conversations, escalations, and service requests while maintaining accurate CRM records and meeting quality, productivity, and service-level targets.

Key Responsibilities

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

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

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

- Manage difficult or dissatisfied customers professionally using empathy, active listening, and appropriate de-escalation techniques.

- Explain complex bills, charges, usage details, payments, adjustments, and available customer options clearly.

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

- Manage multiple concurrent chats while maintaining accuracy, response-time expectations, and customer focus.

- Complete customer authentication and comply with privacy, consent, mandatory disclosure, and secure-data-handling requirements.

- Maintain accurate CRM/case-management records,



including interaction summaries, actions taken, commitments, and next steps.

- Use approved knowledge articles, templates, macros, and process documentation while personalizing responses to the customer’s situation.

- Meet defined quality, productivity, customer-experience, response-time, and SLA targets.

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

- Participate in coaching, refresher training, calibration sessions, and process updates.

- Apply quality feedback and process changes consistently to improve customer outcomes.

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

Core Skills & Competencies

Digital Customer Service

- International web chat, email, and non-voice customer support experience.

- Ability to manage multiple concurrent chats effectively.

- Strong understanding of digital customer lifecycle and chat/email etiquette.

- Ability to maintain response quality while meeting productivity and SLA expectations.

Written Communication

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

- Ability to communicate concisely and professionally through digital channels.

- Robust empathy and ability to adapt communication tone based on customer situations.

- Ability to write objective and accurate case documentation.

Customer & Query Resolution

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

- Experience handling customer complaints, escalations, and complex queries.

- Ability to identify underlying customer issues and provide complete resolutions.

- Experience with billing, payments, account, service,



or retention-related queries is preferred.

Compliance & Documentation

- Understanding of customer verification and authentication processes.

- Knowledge of privacy, consent, secure information handling, and mandatory disclosures.

- Ability to maintain accurate CRM and case-management records.

- Strong attention to detail and adherence to approved processes.

Systems & Tools

- Experience using web-chat and email platforms.

- Working knowledge of CRM/case-management systems.

- Ability to use knowledge bases, templates, macros, and digital support tools.

- Working knowledge of MS Excel and standard productivity applications

- Exposure to interaction analytics is desirable.

Preferred Domain Experience

Experience in Utilities – Electricity & Gas Customer Service is preferred, particularly in:

- Electricity and gas customer service

- Billing and payments

- Usage and account queries

- Customer complaints

- Retention and cancellation handling

- Service requests

- Escalation management

- Digital customer lifecycle

Qualifications

- Bachelor’s degree in any discipline preferred.

- Equivalent qualifications may be considered as per hiring policy.

- Strong written and spoken English communication skills.

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

Preferred Certifications

- Lean Six Sigma Yellow Belt or Green Belt

- COPC or equivalent quality-framework awareness

- Digital customer-service certification, where applicable

​ Candidate Profile

The ideal candidate should be customer-focused, detail-oriented, adaptable, and comfortable handling multiple digital interactions simultaneously. The candidate must demonstrate strong written communication, problem-solving ability, process adherence, and the maturity to manage sensitive or difficult customer conversations professionally.

Important:

- Ex-TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are required for profile creation.

- Candidates must be willing to work rotational shifts, including night/graveyard shifts, based on business requirements.

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