Non Voice & E Mail Chat Process

Key Responsibilities:

• Respond promptly to customer inquiries via email and chat.
• Understand customer issues and provide accurate, valid, and complete information.
• Document all interactions clearly in the system (CRM/ticketing tools).
• Escalate unresolved queries to relevant departments as per process guidelines.
• Maintain productivity and quality metrics as per SLAs.
• Follow communication scripts and support documentation where applicable.
• Work in rotational shifts (including night shifts, if applicable).

Eligibility & Requirements:

• Education: Minimum HSC / Graduate in any discipline.
• Freshers are welcome; prior BPO/email/chat support experience is an added advantage.
• Good command of written English — grammar, spelling, sentence structure.
• Typing speed of 30–40 WPM with high accuracy.
• Familiarity with basic computer operations, MS Office, and web applications.
• Ability to multi-task and work in a fast-paced environment.
• Willing to work in rotational shifts including weekends and night shifts.

Preferred Skills:

• Experience using CRM tools (e.g., Zendesk, Freshdesk, Salesforce).
• Customer-first mindset with problem-solving abilities.
• Time management and attention to detail.
• Knowledge of e-commerce, fintech, or SaaS platforms (if applicable).