Non Voice Process Executive MIS & Process Support

Non Voice Process Executive MIS & Process Support Job Description The Non-Voice Process Executive is responsible for managing written customer communications, processing data requests, and resolving inquiries via live chat, email, ticketing systems, and back-office portals. Working in a process-driven environment, this role ensures accurate documentation, fast response times, and high quality resolution without direct telephone interaction, adhering strictly to established Service Level Agreements (SLAs) and quality standards. Key Duties Handle incoming email, web forms, and chat requests from customers regarding account management, product support, billing, or technical issues. Research customer issues using internal knowledge bases, CRM systems, and databases to provide accurate, helpful, and responsive written responses. Process back-office transactions, account updates, validation requests, and system data entry with high precision. Follow standard escalation workflows to escalate complex or unresolved technical issues and disputes to tier 2 support or dedicated internal teams. Meets and exceeds operational performance metrics such as first contact resolution (FCR), average chat/email handle time (AHT), quality score (QA), and customer satisfaction (CSAT) score. Maintain complete data accuracy and document all interaction details within your CRM platform (Zendesk, Salesforce, Freshdesk, etc.). Participate in regular quality calibrations, feedback sessions, and continuous training updates to adapt to process changes and product enhancements We invite you to apply and explore this exciting opportunity! Warm Regards, HR - Maria