Process Associate – Digital (Web Chat & Email)

Hiring: Process Associate – Digital (Web Chat & Email Support) Location: Kolkata, West Bengal Experience: 3–8 Years Relevant Experience: 2–4 Years in International Web Chat / Email Support Industry: ITES / BPO – Customer Support Domain: Utilities – Electricity & Gas Customer Service Process Type: International Non-Voice (Web Chat & Email) Work Mode: As per business requirements Shift: Rotational Shifts, including Night/Graveyard Shifts Employment Type: Full-Time Application Deadline: 30 November 2026 1. Role Summary We are looking for experienced and customer-focused professionals for the position of Process Associate – Digital (Web Chat & Email Support) in Kolkata. The ideal candidate should have 2–4 years of relevant experience in international web chat, email, or digital customer service. The role involves assisting international customers through non-voice channels, resolving billing and account-related queries, handling complaints and escalations, supporting customer retention, and ensuring a positive customer experience through accurate and professional written communication. Candidates with prior experience in the Utilities domain, particularly Electricity and Gas customer service, will be preferred. 2. Key Responsibilities - Handle international customer interactions through web chat, email, and other approved digital channels. - Resolve customer queries related to billing, payments, account information, usage, adjustments, and service requests. - Manage customer complaints, escalations, and retention-related conversations professionally. - Handle multiple concurrent chats while maintaining accuracy and response-time expectations. - Explain complex bills, charges, usage details, and payment information clearly. - Demonstrate empathy, active listening, and problem-solving skills while handling difficult customer interactions. - Maintain accurate customer records, case notes, and CRM updates. - Follow customer authentication, data privacy, consent, and compliance requirements. - Use approved knowledge articles, templates, and CRM tools to provide accurate resolutions. - Meet quality, productivity, customer satisfaction, and service-level targets. - Escalate unresolved or complex customer concerns through appropriate channels. - Participate in coaching, refresher training, and process updates. 3. Relevant Skills & Experience Mandatory Requirements: - 2–4 years of experience in international web chat, email, or digital customer service. - Excellent written English with strong grammar, spelling, punctuation, and communication skills. - Experience handling customer queries, complaints, and escalations through non-voice channels. - Ability to manage multiple chats simultaneously without compromising service quality. - Strong probing, comprehension, analytical, and problem-solving skills. - Working knowledge of CRM systems, case-management tools, web-chat platforms, and email applications. - Understanding of customer verification, data privacy, and compliance procedures. - Willingness to work rotational shifts, including night/graveyard shifts. Preferred Skills: - Experience in Utilities – Electricity & Gas Customer Service. - Knowledge of billing, payments, account management, and customer retention. - Experience supporting international customers. - Exposure to COPC, Lean Six Sigma, or other quality frameworks. 4. Key Skills - Web Chat Support - Email Support - International Customer Service - Non-Voice Process - Digital Customer Support - Written Communication - Customer Query Resolution - Complaint Handling - Customer Retention - Billing Support - Problem Solving - CRM - Case Management - Multitasking - Documentation - Attention to Detail - Customer Relationship Management - Escalation Management - Email Etiquette - Microsoft Excel 5. Education Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered as per hiring policy. 6. Compensation & Benefits Salary: Competitive compensation of up to ₹7 LPA, depending on relevant experience, skills, and interview performance. - Compensation will be aligned with experience and organizational pay structure. - Opportunity to work with an international customer support process. - Professional learning and career development opportunities. - Exposure to digital customer service platforms and CRM technologies. 7. Important Eligibility Criteria - Relevant international non-voice customer service experience is mandatory. - Candidates must be comfortable working rotational shifts, including night/graveyard shifts. 8. Application Process – Apply Now! Interested candidates with relevant international web chat or email support experience are encouraged to apply. Complete the questionnaire using the link below: Questionnaire Link: https://myglit.com/lateral/cref/00b72d673c Please ensure that all information provided in the questionnaire is accurate and complete to facilitate faster application processing. Application Deadline: 23 November 2026. We look forward to connecting with you!