Customer Service Executive

Role:Customer Service Representative (CSR) - Non-Voice

Experience:1 - 3 Years (Mandatory)

Location:Mumbai Maharashtra

Role Overview

We are seeking a highly motivated and customer-focused Non-Voice CSR to join our growing team in Mumbai. The primary responsibility will be to manage all customer communication through digital channels ensuring prompt accurate and professional resolution of inquiries. The ideal candidate will have prior experience in a fast-paced non-voice environment demonstrating exceptional written communication skills and a strong commitment to customer satisfaction.

• Handle Digital Communication: Efficiently manage high volumes of customer interactions via email live chat and social media platforms.

• Query Resolution: Analyze and resolve customer issues related to products services billing technical support and general inquiries in accordance with company policies and Service Level Agreements (SLAs).

• Written Excellence: Compose clear concise and grammatically correct responses while maintaining a professional and empathetic tone.

• System Navigation: Utilize CRM software (e.g. Zendesk Salesforce) and internal knowledge base tools to accurately log interactions track cases and retrieve information.

• Documentation and Feedback: Document all customer interactions and details accurately. Identify and escalate recurring issues or complex problems to the relevant internal teams (e.g. technical support operations).

• Quality Assurance: Ensure all communication adheres to high-quality standards and regulatory compliance requirements.

• Process Improvement: Contribute ideas and feedback to improve current customer support processes and enhance the overall customer experience.

• Experience: 1 to 3 years of proven experience in a Non-Voice Customer Service or Back-Office Support role is mandatory.

• Education: Bachelors degree in any discipline.

• Communication: Exceptional written and verbal communication skills in English. Proficiency in a second language (e.g. Hindi Marathi) is a plus.

• Typing Proficiency: High typing speed and accuracy (minimum 40 WPM is often preferred).

• Technical Aptitude: Strong computer literacy including proficiency with MS Office Suite and experience working with multiple systems simultaneously.

• Soft Skills: Demonstrable patience excellent problem-solving skills and the ability to maintain composure under pressure.

• Location: Must be willing to work from the Mumbai office location and be flexible with shifts (including rotational shifts weekends and public holidays as required).

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and skill development.

• A dynamic inclusive and collaborative work environment in the heart of Mumbai.