Process Associate - Digital (Webchat and Email)

Gratitude India Pvt Ltd; Kolkata District, Hyderabad, Mumbai; On-site; INR 600,000 - 800,000; Full time

Job summary

Gratitude India Pvt Ltd is seeking an experienced customer service professional in Kolkata to handle web chat, email, and digital support for electricity and gas customers.

You will resolve billing and account queries, support retention efforts and document cases while adhering to quality and SLA standards. Excellent written English and CRM familiarity are essential.

Qualifications

• Graduate with 3–8 years of customer service experience.
• 2–4 years in international web chat or email support.
• Excellent written English and billing support experience.
• Experience with CRM systems and compliance requirements.

Responsibilities

• Handle web chat, email and digital customer service for electricity and gas customers.
• Resolve billing, account, payment and complaint queries.
• Support retention efforts and document cases.
• Meet quality, compliance and SLA standards.

Skills

Customer service excellence

Written English proficiency

Multitasking

CRM experience

Billing support

Retention strategies

Quality/compliance adherence

Web chat

Email support

Education

Graduate degree

Tools

CRM

Billing systems

Job description

Handle web chat, email and digital customer service for electricity and gas customers. Resolve billing, account, payment and complaint queries, support retention, manage concurrent chats, document cases and meet quality, compliance and SLA standards.

Required Candidate profile

Graduate with 3–8 years of customer service experience, including 2–4 years in international web chat or email. Excellent written English, billing support, CRM, multitasking, retention and compliance.