Your Role

We are looking for a detail-oriented Non-Voice Customer Support Executive - Webform CSR to manage customer queries and service requests received through webforms and other written support channels. The role requires strong written communication, problem-solving ability, and a customer-first mindset to ensure timely and accurate resolution of customer concerns.

In this role you will play a key role in:

Handle customer queries, complaints, and service requests received through webforms, email, and other non-voice channels.
Review customer concerns carefully and provide clear, accurate, and professional written responses.
Ensure all tickets and webform requests are acknowledged and resolved within defined turnaround time.
Coordinate with internal teams for issue resolution and follow up until closure.
Maintain accurate records of customer interactions, resolutions, and escalations in the system.
Identify recurring customer issues and highlight trends to the team lead or supervisor.
Follow process guidelines, quality standards, and compliance requirements while handling cases.
Escalate complex or unresolved issues to the appropriate team as per defined process.
Support customer satisfaction by delivering timely and effective service.

YOUR PROFILE

Required Qualifications

Graduate in any discipline additional certification in customer service is an advantage.
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 and ability to manage multiple cases simultaneously.
Willingness to work in rotational shifts, if required.

Preferred Skills

Ability to draft professional and empathetic written responses.
Strong analytical and problem-solving skills.
Good time management and prioritization ability.
Customer-focused attitude with a process-driven approach.
Ability to work independently as well as in a team environment.

Written communication
Customer issue resolution
Attention to detail
Process adherence
Multitasking
Collaboration

WHAT YOU'LL LOVE ABOUT WORKING HERE

For this role, the gross annual starting base salary is [X] [currency] (full-time). This covers base pay only any bonuses, incentives, and benefits will be discussed later in the recruitment process. Candidates with additional experience or qualifications may receive a higher offer, determined by objective, gender-neutral criteria and consistent with our pay principles. If a collective labour agreement applies, we will explain the relevant pay terms at the interview stage. Note: We never ask for your current or previous salary during our hiring process.

Non Voice_Fresher