Non Voice Customer Support

The Customer Support (Non-voice) role is crucial to our organization as it directly influences customer satisfaction and retention. You will be responsible for efficiently handling customer inquiries via email and chat platforms. Your role will involve resolving customer complaints and issues in a timely and professional manner. By providing accurate and complete information using the right methods/tools, you will contribute to the positive image of our company. Building sustainable relationships and trust with customer accounts through open communication is key to this role. You will need to keep records of customer interactions, transactions, comments, and complaints. Informing customers about company policies, services, and products is also part of your responsibilities. Following communication procedures, guidelines, and policies is essential, and you should be willing to go the extra mile to engage customers effectively. Collaborating with the customer support team to identify areas for improvement is crucial. Meeting personal/customer service team targets and call handling quotas is a part of your daily tasks. Maintaining a high level of professionalism with clients and establishing a positive rapport with every customer is expected. You should stay updated on product knowledge and communicate updates to the team. Providing feedback on the efficiency of the customer service process and assisting in training and supporting new staff are also part of this role. To qualify for this position, you should have a Bachelor's degree in any field or equivalent work experience. Proven customer support experience or experience as a client service representative is required. Proficiency in CRM systems and the Microsoft Office Suite is essential. Familiarity with help desk software and remote support tools will be beneficial. Strong communication skills, both verbal and written, excellent problem-solving abilities, and the ability to effectively prioritize and multitask in a fast-paced environment are necessary. Outstanding time management and organizational skills are expected, along with the capability to maintain a professional and positive attitude in challenging situations. Adaptability and willingness to learn new processes and procedures are essential. You should be able to work effectively in a team environment and be available to work in shifts as needed. Experience in a non-voice customer support role is a plus, and an understanding of customer satisfaction metrics is advantageous. Certification in customer service is considered a bonus.,