Ops Support Service for Non-Voice Process Executives

Ops Support Service for Non-Voice Process Executives Job Description Duties: Omnichannel Chat & Email Support Execution: Handle a large number of incoming customer enquiries, requests, and support tickets through web portals, email platforms, and live chat by providing concise, polished, and grammatically correct written responses. Back-Office Transaction & Workflow Processing: In accordance with established operating procedures, accurately evaluate, validate, and carry out back-office data transactions, account modifications, document validations, and administrative requests. Ticket Resolution & Queue Escalation: Use internal knowledge bases to look into customer problems, handle non-voice service enquiries, and forward complicated technical or policy edge situations to teams of second-tier specialists. CRM System Management & Interaction Logging: Within Customer Relationship Management and ticketing tools, accurately record resolution notes, tag case categories, and apply disposition codes. Focus Skills: Written Communication & Digital Etiquette: Outstanding written English abilities, including perfect grammar, a polished tone, attentive listening and reading comprehension, and rapid typing. High speed and accuracy in data entry, document verification, multi-system navigation, and methodical problem detection characterise back-office data processing and detail orientation. Proficiency with CRM and Ticketing Systems: Practical knowledge in using corporate CRM and ticketing systems, such as Zendesk, Salesforce Service Cloud, Freshdesk, ServiceNow, LiveChat, and Zoho Desk. SOP Compliance & Critical Thinking: the capacity to assess client documents and resolve non-routine requests while adhering to comprehensive standard operating procedures and using solid reasoning. Apply now to become an integral part of our growing team! With Regards, HR - Maria