About the Role
The Non-Voice Customer Support Executive – Webform CSR is responsible for managing customer queries, complaints, and service requests received through webforms and other written support channels. The role requires strong written communication skills, attention to detail, and a customer-focused approach to ensure timely and accurate issue resolution.
Responsibilities
- Handle customer queries, complaints, and service requests received through webforms, email, and other non-voice channels.
- Review customer concerns and provide accurate, professional written responses.
- Ensure tickets and webform requests are acknowledged and resolved within defined turnaround times.
- Coordinate with internal teams for issue resolution and follow up until closure.
- Maintain accurate records of customer interactions, resolutions, and escalations.
- Identify recurring customer issues and report trends to team leads or supervisors.
- Follow process guidelines, quality standards, and compliance requirements.
- Escalate complex or unresolved issues according to defined processes.
- Support customer satisfaction through timely and effective service delivery.
Requirements
- 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.
- Ability to manage multiple cases simultaneously.
- Willingness to work in rotational shifts if required.
Preferred Qualifications
- Customer service certification.
- Ability to draft professional and empathetic responses.
- Strong analytical and problem-solving skills.
- Good time management and prioritization abilities.
- Customer-focused and process-driven mindset.
- Ability to work independently and within a team.
Benefits
- Internal career growth opportunities.
- Personalized career guidance.
- Health and wellness benefits.
- Telemedicine and insurance benefits.
- Elder care, partner coverage, and new parent support.
- Access to digital learning platforms with certifications.
- Sports, wellness, and employee engagement programs.
