The role of the Customer Service Associate (CSA) - Non-Voice, will be
responsible for:
Providing support and resolve technical issues via email and other
electronic communications
Building credibility and trust with the customer by empathizing with
their problem in words
Proactively understanding their needs and responding promptly to
resolve their issue
Applying advanced troubleshooting techniques to provide unique
solutions to the customers individual needs
Leveraging their experience to provide feedback to the team on how
to improve client services
Driving customer communication during critical events
Essential Functions
An obligation to deliver exceptional customer service
Receive emails and chats to gather and verify required information and
do utmost within their power to solve customer problems
Demonstrate empathy and patience to the customer
Demonstrate enthusiasm to be a self-starter who is excited about
learning new technologies on a daily basis
Provide information to the client and place appropriate notes in system
indicating exactly what action was taken or needs to be taken
Ensure policies and procedures are followed
Maintain thorough knowledge of systems so that information can be
researched and proper information is given to customer
Learn and retain a thorough working knowledge of all existing and new
process and procedures
Achieve assigned Key Performance Indicators e.g. Call Handle Time,
Quality, CSAT & DSAT
Attend Team Meetings/additional training sessions as scheduled
Performs other duties as assigned
Immediate openings For Non Voice Process • Bengaluru / Bangalore
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