Nonvoice process

Roles and Responsibilities:

• Data Entry & Documentation

  : Accurately input and update data into the system as per client requirements. Ensure correct documentation and record-keeping.

• Email Support

  : Provide support via email, addressing customer inquiries, resolving issues, and providing information about products/services.

• Ticketing System Management

  : Handle customer queries, concerns, and requests through a ticketing or CRM system, ensuring timely and accurate resolution.

• Content Moderation

  : Review and moderate content, ensuring it complies with company policies and guidelines.

• Back-office Operations

  : Assist with back-end processes like data validation, processing forms, verifying customer information, and reporting.

• Quality Control

  : Ensure that all data entered or processed is accurate, consistent, and meets established standards.

• Reporting & Analysis

  : Assist in generating reports, analyzing data, and identifying trends to improve processes.

• Customer Interaction

  : Communicate with customers via emails, chat platforms, or other non-voice channels to resolve issues or answer queries.

• Maintain Confidentiality

  : Safeguard customer data and ensure confidentiality of sensitive information.

• Collaborate with Team

  : Work effectively in a team environment, collaborating with colleagues and cross-functional departments to achieve team goals.

• Follow SOPs

  : Adhere to Standard Operating Procedures (SOPs) and ensure processes are followed accurately.

• Quality and Performance Metrics

  : Maintain high standards of quality, meeting or exceeding key performance indicators (KPIs) and targets set by the company.

Skills and Qualifications:

• Excellent Written Communication

  : Strong command over written language, with clarity and conciseness.

• Attention to Detail

  : Strong attention to detail to ensure accurate data entry, reporting, and content moderation.

• Basic Computer Skills

  : Proficient in using MS Office (Word, Excel, Outlook) and working with CRM or data entry systems.

• Time Management

  : Ability to manage multiple tasks efficiently and meet deadlines.

• Problem-Solving Abilities

  : Ability to analyze and resolve issues using available resources and methods.

• Customer-Centric Mindset

  : Strong focus on customer satisfaction and delivering high-quality service.

• Team Player

  : Ability to work effectively within a team and collaborate across departments.