Non-Voice Process Specialist Workflow Optimization

Non-Voice Process Specialist Workflow Optimization Job Description The Non-Voice Process Executive is responsible for managing customer inquiries, service requests, and operational tasks through non-voice channels such as email, live chat, ticketing systems, and web portals. Working in a fast-paced environment, this role reviews incoming correspondence, researches customer accounts, resolves complaints, and processes transactions accurately and promptly to maintain high Customer Satisfaction (CSAT) scores and meet defined Service Level Agreements. Key Duties Manage customer inquiries, service requests, and support tickets received through email, chat, and messaging platforms within agreed SLA times. Reviews, investigates, and analyzes customer issues using internal databases, CRM systems, and knowledge bases to provide accurate and effective solutions. Compose clear, polite, professional, and grammatically accurate responses tailored to customer queries using standard templates and custom explanations when required. Escalate complex technical, billing, or operational issues to second-level support teams while keeping track of pending cases to ensure complete resolution. Maintains high standards of accuracy in data entry, account updates, order processing, and ticket classification in CRM software. Meet or exceed key operational performance metrics such as turnaround time (TAT), first contact resolution (FCR), quality score, and customer satisfaction (CSAT). Identify recurring customer complaints or workflow bottlenecks and report feedback to team leaders to help improve processes and self-service knowledge base articles We invite you to apply and explore this exciting opportunity! Warm Regards, HR - Maria