We are hiring experienced Digital Customer Support Associates to manage customer enquiries through web chat, email, and other approved digital channels for an established utilities customer-service operation. The role requires excellent written communication, solid problem-solving skills, and the ability to handle billing, account, complaints, and retention-related enquiries while meeting quality and service-level expectations.

Job Details

- Location: Kolkata

- Experience: 3–8 years

- Band: BPO 1 / 2

- Domain: Utilities – Electricity & Gas Customer Service

- Process: Web Chat, Email & Digital Support

- Shift: Rotational shifts, including night/graveyard shifts, based on business requirements

Requirements

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

- Utilities or electricity and gas customer-service experience preferred.

- Excellent written English, with strong grammar, spelling, punctuation, and professional communication skills.

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

- Ability to manage multiple concurrent chats without compromising accuracy or response times.

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

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

- Understanding of customer authentication, data privacy, consent, mandatory disclosures, and secure information handling.

- Bachelor's degree in any discipline preferred; equivalent qualifications may be considered.

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

Key Responsibilities

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

- Understand customer needs through effective probing and provide accurate, clear, and timely resolutions.

- Support enquiries relating to billing, payments, usage, account information,



service requests, adjustments, and complaints.

- Manage complex customer conversations, demonstrate empathy, and de-escalate issues professionally.

- Explain bills, charges, payment details, and available service options in a clear and customer-friendly manner.

- Support customer retention by identifying dissatisfaction or cancellation concerns and presenting approved solutions.

- Manage multiple chat conversations while maintaining response quality, accuracy, and service-level targets.

- Complete customer verification and follow all privacy, consent, disclosure, and compliance requirements.

- Maintain accurate CRM records, case notes, interaction summaries, and follow-up actions.

- Use approved knowledge articles, templates, and response guidelines while personalising customer interactions.

- Escalate unresolved or high-risk issues through the appropriate channels.

- Meet established quality, productivity, customer satisfaction, and service-level expectations.

- Apply coaching and process updates while identifying recurring customer issues and opportunities for service improvement.

Core Competencies

- Digital Communication: Clear, concise, professional, and empathetic written communication.

- Chat Management: Effective chat flow, concurrency management, response control, and conversation closure.

- Customer Resolution: Strong understanding of customer intent, billing enquiries, complaints, and retention.

- Compliance & Accuracy: Proper authentication, secure data handling, and accurate documentation.

- Productivity: Ability to balance response times, quality, and customer experience.

- Continuous Improvement: Openness to coaching, process updates, and service improvement initiatives.

Preferred Domain Knowledge & Certifications

- Electricity and gas customer-service operations.

- Utilities billing, payments, complaints, retention, and escalation processes.

- Lean Six Sigma Yellow or Green Belt.

- COPC or equivalent quality-framework awareness.

- Relevant digital customer-service certifications.

📌 : Process Associate - Digital Customer Support (Kolkata)
🏢 Gratitude
📍 Kolkata