Process Associate - Digital and Web Chat

Job Purpose

Handle customer enquiries through web chat, email and other approved digital channels with accurate, timely and professional responses. The role focuses on understanding customer intent, resolving queries at first contact wherever possible, managing complex or difficult conversations, supporting retention, explaining billing and account information, and maintaining complete and compliant customer records.

Job Requirements*

• 2-4 years of international web chat, email or digital customer-service experience; utilities customer service experience is preferred.

• Excellent written English with strong grammar, spelling, punctuation, clarity, empathy and the ability to adapt tone to the customer situation.

• Experience handling customer queries, complaints, escalations, retention conversations and complex billing or account explanations through non-voice channels.

• Ability to manage multiple concurrent chats while maintaining response accuracy, customer focus and appropriate response times.

• Strong probing, comprehension and problem-solving skills to identify customer intent and provide complete, relevant resolutions.

• Working knowledge of CRM/case-management systems, knowledge bases, web chat platforms, email tools and standard productivity applications.

• Understanding of customer verification, privacy, secure information handling, consent, mandatory disclosures and accurate case documentation.

• Ability to work in rotational shifts, including night or graveyard shifts, based on business requirements.

Key Responsibilities*

• Handle web chat, email and other digital customer interactions in line with approved processes, service standards and communication guidelines.

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

• Manage queries related to accounts, billing, usage, payments, adjustments, service requests, complaints, retention and escalations within authorized scope.

• Manage difficult customer conversations professionally, demonstrate empathy and de-escalate issues while protecting the customer experience.

• Explain complex bills, charges, usage details, payment information and available customer options clearly through digital channels.

• Support customer retention by identifying the reason for cancellation or dissatisfaction and presenting approved solutions or options where applicable.

• Manage concurrent chats effectively, maintain response timeliness and ensure information is never mixed between customer conversations.

• Complete customer authentication and follow privacy, consent, disclosure, secure-data-handling and compliance requirements.

• Create accurate case notes and update CRM records with the interaction summary, actions completed, commitments and next steps.

• Use approved know ledge articles, templates and macros appropriately, while personalising responses to the customer context.

• Meet defined quality, productivity, customer-experience and service-level expectations for the digital channel.

• Escalate unresolved, high-risk or out-of-scope issues through the approved escalation path with complete documentation.

• Participate in coaching, refresher training and process updates, and apply feedback to improve customer outcomes.

• Identify recurring customer issues, knowledge gaps or process friction and share improvement opportunities with the team leader or relevant support function.