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 customers 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
• 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
• Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT
• 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 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

Educational/Work Experience and Requirements

• Must successfully pass a background check
• Plus 2 is a must
• Graduation degree is a plus
• Experience in the gaming/tech support industry is a plus

Perks and Benefits

• Two way free cab and food is provided
• Attractive incentives and attendance bonus is also provided

Role: Non Tech Support - Non Voice

Industry Type: BPM / BPO

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Non Voice

Education

UG: Graduation Not Required

About company

IntouchCX, formerly known as 24-7 Intouch, is a global customer care and technology company with over 22 years of experience. We aim to transform the BPO industry by redefining the role of a contact center agent. Our company focuses on innovation, disruption, and continual improvement to provide omnichannel support solutions without limits. We have a diverse team of over 25,000 employees across 11 countries, dedicated to delivering exceptional customer experiences.