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Your Role
We are looking for a detail-oriented Non-Voice Customer Support Executive – Webform CSR to manage customer queries and service requests received through webforms and other written support channels. The role requires strong written communication, problem-solving ability, and a customer-first mindset to ensure timely and accurate resolution of customer concerns.
In this role you will play a key role in:
- Handle customer queries, complaints, and service requests received through webforms, email, and other non-voice channels.
- Review customer concerns carefully and provide clear, accurate, and professional written responses.
- Ensure all tickets and webform requests are acknowledged and resolved within defined turnaround time.
- Coordinate with internal teams for issue resolution and follow up until closure.
- Maintain accurate records of customer interactions, resolutions, and escalations in the system.
- Identify recurring customer issues and highlight trends to the team lead or supervisor.
- Follow process guidelines, quality standards, and compliance requirements while handling cases.
- Escalate complex or unresolved issues to the appropriate team as per defined process.
- Support customer satisfaction by delivering timely and effective service.
YOUR PROFILE
Required Qualifications
- Graduate in any discipline; additional certification in customer service is an advantage.
- Strong written English communication skills with good grammar and clarity.
- Good typing speed and accuracy.
- Ability to understand customer concerns and provide appropriate resolutions.
- Strong attention to detail and ability to manage multiple cases simultaneously.
- Willingness to work in rotational shifts, if required.
Preferred Skills
- Ability to draft professional and empathetic written responses.
- Strong analytical and problem-solving skills.
- Good time management and prioritization ability.
- Customer-focused attitude with a process-driven approach.
- Ability to work independently as well as in a team environment.
- Written communication
- Customer issue resolution
- Attention to detail
- Process adherence
- Multitasking
- Collaboration
WHAT YOU'LL LOVE ABOUT WORKING HERE
For this role, the gross annual starting base salary is [X] [currency] (full-time). This covers base pay only; any bonuses, incentives, and benefits will be discussed later in the recruitment process. Candidates with additional experience or qualifications may receive a higher offer, determined by objective, gender-neutral criteria and consistent with our pay principles. If a collective labour agreement applies, we will explain the relevant pay terms at the interview stage. Note: We never ask for your current or previous salary during our hiring process.
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