Non-Voice Customer Support Executive

About the Role

This Non-Voice Customer Support Executive role involves managing customer queries and service requests received through webforms and other written support channels. You will be responsible for providing timely and accurate resolutions to customer concerns, ensuring high levels of customer satisfaction.

As a detail-oriented individual with strong written communication skills, you will play a key role in handling customer queries, complaints, and service requests, and ensuring all tickets and webform requests are acknowledged and resolved within defined turnaround time.

Key Responsibilities

• Handle customer queries, complaints, and service requests received through webforms, email, and other non-voice channels.
• Review customer concerns carefully and provide clear, accurate, and professional written responses.
• Ensure all tickets and webform requests are acknowledged and resolved within defined turnaround time.
• Coordinate with internal teams for issue resolution and follow up until closure.
• Maintain accurate records of customer interactions, resolutions, and escalations in the system.
• Identify recurring customer issues and highlight trends to the team lead or supervisor.

Skills & Qualifications

• Graduate in any discipline.
• Strong written English communication skills with good grammar and clarity.
• Good typing speed and accuracy.
• Ability to understand customer concerns and provide appropriate resolutions.
• Strong attention to detail and ability to manage multiple cases simultaneously.
• Ability to draft professional and empathetic written responses.
• Strong analytical and problem-solving skills.
• Good time management and prioritization ability.
• Customer-focused attitude with a process-driven approach.
• Ability to work independently as well as in a team environment.

What You'll Learn

In this role, you will have the opportunity to develop strong written communication skills, attention to detail, and problem-solving abilities. You will also learn how to manage multiple cases simultaneously and prioritize tasks effectively.

As a Non-Voice Customer Support Executive, you will be working in a fast-paced environment, handling customer queries and resolving issues in a timely and professional manner. You will have the opportunity to learn from experienced team members and develop your skills in customer service and issue resolution.

Resume Tip

When applying for this role, make sure to highlight your written communication skills, attention to detail, and problem-solving abilities. Use specific examples from your previous experience to demonstrate your ability to handle customer queries and resolve issues in a timely and professional manner.

Also, make sure to tailor your resume to the specific requirements of the job description. Use keywords from the job description, such as 'customer issue resolution', 'attention to detail', and 'written communication', to help your resume pass through applicant tracking systems (ATS) and catch the eye of the hiring manager.