Customer support associate - Non voice

Job description

Job Summary:

We are looking for a motivated and detail-oriented Customer Support Associate to join our non-voice process team. The ideal candidate will handle customer inquiries and provide support through email, chat, or other written communication channels. This role demands excellent written communication skills, problem-solving abilities, and a customer-first attitude.

Key Responsibilities:

1. Respond promptly and professionally to customer inquiries via chat, email, or ticketing systems.
2. Resolve customer issues efficiently while maintaining a high level of accuracy and empathy.
3. Document customer interactions and solutions in the system for future reference.
4. Identify and escalate priority issues to the appropriate team as needed.
5. Collaborate with team members to improve processes and enhance the customer experience.
6. Provide detailed product and service information as required.
7. Follow up on customer issues to ensure resolution and satisfaction.
8. Maintain confidentiality and handle sensitive information securely.

Skills and Qualifications:

• Education: A bachelor's degree or equivalent.
• Experience: 0–2 years of experience in customer service, preferably in a non-voice process.
• Communication Skills:
  • Excellent written English skills, including grammar and spelling.
  • Strong typing skills with attention to detail.
• Technical Skills:
  • Proficiency in using CRM tools, email platforms, and chat applications.
  • Basic knowledge of Microsoft Office (Word, Excel, etc.).
• Soft Skills:
  • Strong problem-solving and critical-thinking abilities.
  • Patience, empathy, and the ability to handle stressful situations.
  • Ability to work collaboratively in a team-oriented environment.
• Other Requirements:
  • Flexibility to work in rotational shifts, including weekends and holidays.
  • Willingness to learn and adapt to new processes and technologies.