Ops Support Role for Non-Voice Process Executives

Ops Support Role for Non-Voice Process Executives Job Description Our operational delivery team's main "Back-Office Accuracy Anchor" and "Digital Resolution Guardian" is the Non-Voice Process Executive. Your main responsibility is to oversee asynchronous digital communication channels, back-office data processing, email correspondence, live chat assistance, order administration, and transactional record updates, while front-line voice teams handle real-time phone lines. This includes handling customer enquiries through web chat and ticket queues, processing intricate client transactions, verifying the authenticity of documents, keeping database records, and resolving operational inconsistencies. As the "Guardian of Turnaround Time, First-Contact Resolution, Data Accuracy Rates, SLA Adherence, and Quality Audits," you assume direct execution responsibility for converting operational guidelines and incoming digital requests into daily back-office outputs that are extremely accurate, efficient, and audit-ready. Responsibilities: Digital Customer Interaction & Ticket Management: Provide concise, polished, and grammatically correct written answers to incoming customer questions, support tickets, and chat requests via email, web portals, and messaging interfaces. Back-Office Transaction & Data Processing: Strictly adhere to standard operating procedures when performing high-volume data entry, document verification, order validation, account changes, and transactional processing. Isolation of Issues and Non-Voice Resolution: Examine system exceptions and customer complaints, cross-referencing internal databases and knowledge bases to provide accurate, first-time solutions without the need for phone escalation. CRM & Database Management: Update customer profiles, transaction status codes, and case resolution logs on all CRM platforms with accuracy. Queue Optimisation & SLA Compliance: Keep an eye on individual and group work queues to make sure that all allocated tasks, tickets, and data batches adhere to stringent operational Service Level Agreements and Turnaround Times. Skills: Grammar and Written Expression Precision: Outstanding written English abilities, including perfect punctuation, grammar, spelling, tone, and text construction. High-Speed Data Entry and Typing Accuracy: Strong alphanumeric data entry precision combined with high typing speed. Multitasking and System Navigation: The capacity to effectively browse knowledge portals, navigate numerous software interfaces, and switch between concurrent chat windows or data panels. Analytical problem solving requires meticulous attention to detail in order to identify minute differences in data, confirm documentation details, and adhere to multi-step processing workflows without omitting any information. We invite you to apply and explore this exciting opportunity! Warm Regards, HR - Maria