customer support (non voice)

Job Title: Customer Support Executive (Non-Voice)
A Customer Support Executive (Non-Voice) is responsible for handling customer queries, concerns, and requests through email, chat, and ticketing systems—without phone interaction. The role focuses on providing accurate information, resolving issues efficiently, and ensuring a positive customer experience through written communication. The executive maintains records, follows company policies, and collaborates with internal teams to deliver high-quality support.
Respond to customer queries through chat, email, and support tickets.
Provide clear, accurate, and timely information to customers.
Resolve product/service-related issues using internal tools and guidelines.
Document each interaction in the CRM/ticketing system with attention to detail.
Follow up with customers when needed to ensure issue resolution.
Escalate complex issues to senior teams as per protocol.
Maintain service-level agreements (SLAs) for response time and quality.
Assist customers with troubleshooting steps and basic product guidance.
Work collaboratively with cross-functional teams (tech, operations, quality).
Maintain confidentiality and adhere to company policies.

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