Job Description

Are you experienced in international digital customer service and skilled at resolving customer concerns through written communication? We are looking for customer-focused professionals to manage web chat, email, and other digital interactions for a utilities customer-service operation. The role involves handling billing and account enquiries, resolving complaints, supporting customer retention, and ensuring accurate, timely, and compliant customer service.

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, depending on business requirements

Candidate Requirements

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

- Utilities customer-service experience is preferred.

- Excellent written English, with strong grammar, spelling, punctuation, and the ability to communicate with clarity and empathy.

- Experience handling customer complaints, escalations, retention discussions, and complex billing or account enquiries.

- Ability to manage multiple chat conversations simultaneously while maintaining accuracy and timely responses.

- Robust customer-intent assessment, probing, comprehension, and problem-solving skills.

- Familiarity with CRM systems, case-management tools, web-chat platforms, email applications, and knowledge bases.

- Understanding of customer verification, data privacy, consent, compliance, and secure information handling.

- Willingness to work rotational shifts, including night shifts.

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

Key Responsibilities

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





- Identify customer needs and provide complete, accurate, and relevant solutions.

- Handle enquiries concerning billing, payments, usage, account updates, adjustments, and service requests.

- Address complaints and escalations professionally, using empathy and effective de-escalation techniques.

- Explain billing information, charges, payment details, and service options in a clear and understandable manner.

- Support retention efforts by understanding customer dissatisfaction and communicating approved solutions.

- Manage concurrent chats efficiently while maintaining service quality and response-time targets.

- Follow customer authentication, privacy, consent, and mandatory disclosure procedures.

- Document interactions accurately and update CRM records with resolutions, actions, and follow-up requirements.

- Use approved knowledge articles, templates, and response guidelines appropriately.

- Escalate complex or unresolved cases through the correct support channels.

- Achieve defined productivity, quality, customer experience, and service-level targets.

- Apply coaching feedback and process updates to improve service delivery.

Essential Competencies

- Strong written communication and digital customer-service etiquette.

- Effective chat handling and multitasking capabilities.

- Customer query resolution and complaint management.

- Billing support and customer retention awareness.

- Accurate documentation and compliance with data-protection standards.

- Analytical thinking, attention to detail, and sound judgement.

- Ability to work effectively in a performance-driven environment.

Preferred 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.

📌 Opening: Digital Customer Support (Web Chat & Email) (Kolkata)
🏢 Gratitude
📍 Kolkata