Email Support Executive

Job Title : Customer Service Associate (CSA) Non-Voice

Location : Bengaluru

Workspace : WF0

Department: Operations

Channel: Email/Chat

Language: English (additional languages may be required)

Hours of Operation: 24/7

HR Name : DEEPIKA E

Overview of Position

The role of the Customer Service Associate (CSA) - Non-Voice, will be responsible for:

➢ Providing support and resolve technical issues via email and other

electronic communications

➢ Building credibility and trust with the customer by empathizing with

their problem in words

➢ Proactively understanding their needs and responding promptly to

resolve their issue

➢ Applying advanced troubleshooting techniques to provide unique

solutions to the customer’s individual needs

➢ Leveraging their experience to provide feedback to the team on how to

improve client services

➢ Driving customer communication during critical events

Essential Functions

▪ An obligation to deliver exceptional customer service

▪ Receive emails and chats to gather and verify required information and do

utmost within their power to solve customer problems

▪ Demonstrate empathy and patience to the customer

▪ Demonstrate enthusiasm to be a self-starter who is excited about learning

new technologies on a daily basis

▪ Provide information to the client and place appropriate notes in system

indicating exactly what action was taken or needs to be taken

▪ Ensure policies and procedures are followed

▪ Maintain thorough knowledge of systems so that information can be

researched and proper information is given to customer

▪ Learn and retain a thorough working knowledge of all existing and new

process and procedures

▪ Achieve assigned Key Performance Indicators – e.g. Call Handle Time,

Quality, CSAT & DSAT

▪ Attend Team Meetings/additional training sessions as scheduled

▪ Performs other duties as assigned

Critical Skills

▪ Above average verbal and written communication skills - ability to speak

accurately, using proper grammar, and good enunciation

▪ Ability to listen attentively and to use information provided by clients to

tailor responses and actions to meet the client’s specific needs

▪ Ability to work in a fast-paced, hectic, changing environment

▪ Ability to organize and follow-up multiple tasks/details with accuracy and

timeliness

▪ Ability to operate a personal computer

▪ Ability to adhere to all organizational policies and procedures

▪ Ability to work a variety of shifts including days, afternoons, evenings,

weekends and holidays

▪ Ability to perform basic mathematical functions

▪ Ability to effectively interact with employees at all levels of the organization

and work with a variety of people from diverse backgrounds

Educational/Work

Experience and

Requirements

▪ Must successfully pass a background check

▪ Plus 2 is a must

▪ Graduation degree is a plus

▪ Must have at least six months customer service experience or equivalent

▪ Experience in the gaming/tech support industry is a plus