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Job Description
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 Bhanzus service excellence standards.
Responsibilities
Requirements
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.
- 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.
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- 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.
- 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.
Skills
Customer SupportCustomer ServiceIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
08 Jul 26, 06:15 PM IST
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