As a Customer Support Executive - Non-Voice, you will manage customer and stakeholder interactions across email and chat channels. You will be responsible for delivering accurate, SLA-driven responses while ensuring high-quality case resolution and adherence to Bhanzu's service excellence standards.
Responsibilities
- Serve as the single point of contact (SPOC) for customer and internal stakeholder queries across email and chat channels.
- Manage and resolve support tickets within defined SLAs and quality benchmarks.
- Handle high-priority, escalated, and critical cases with urgency and accountability.
- Ensure end-to-end case ownership, including cross-functional follow-through until resolution.
- Proactively follow up with customers and stakeholders to ensure complete closure.
- Maintain high standards of written communication, tone, and brand alignment.
- Accurately log, categorise, and document all cases in CRM/ticketing systems.
- Identify recurring issues and flag process gaps to drive continuous improvement.
Requirements
- Excellent written communication skills with strong grammar and business communication standards.
- Typing speed of 30-35 WPM or higher.
- Strong email etiquette and structured response formulation.
- Ability to handle concurrent chats and manage multiple open tickets efficiently.
- Strong analytical and problem-solving abilities.
- Proficiency in CRM platforms, ticketing systems, and live chat tools.
- Ability to manage high-priority and time-sensitive escalations.
- Comfortable making outbound calls when required for faster resolution.
Performance Expectations
- Deliver high First Response Time (FRT) and Resolution TAT adherence.
- Achieve strong CSAT and maintain high First Contact Resolution (FCR) where applicable.
- Demonstrate ownership in resolving critical and cross-functional cases.
- Maintain productivity standards while ensuring accuracy and compliance.
Preferred Qualifications
- Minimum 1 year of experience in email/chat support within a structured service environment.
- Experience handling escalations, critical incidents, and internal stakeholder tickets.
- Familiarity with customer service ticketing systems (e. g., Zendesk, Freshdesk, Salesforce).
- Customer-first mindset with strong accountability and attention to detail.
This job was posted by Aryan Kukreti from Bhanzu.
