Customer Support Executive - Non - Voice

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.

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