Role Overview: 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.
Key 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, categorize, and document all cases in CRM/ticketing systems
- Identify recurring issues and flag process gaps to drive continuous improvement
Required Skills:
- 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
Pay: ₹360,000.00 - ₹500,000.00 per year
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
