Job Description

BPO Customer Support Non-Voice (Work from Office) We are seeking highly motivated and detail-oriented professionals to join our team as BPO Customer Support Representatives Non-Voice. This position is based in the office and focuses on delivering excellent customer service and support through non-voice channels, such as email, chat, or social media platforms.Key Responsibilities: * Customer Interaction via Non-Voice Channels: The primary responsibility of this role is to engage with customers through non-voice mediums. This includes responding to customer inquiries, addressing concerns, and providing solutions through email, live chat, or social media platforms. Excellent written communication skills are critical for conveying clear, concise, and effective responses to customers.

• Problem Resolution and Support: The representative is expected to understand customer issues or queries and provide timely solutions. This could involve troubleshooting technical problems, providing product information, handling complaints, or resolving service-related issues. A thorough understanding of the company's products or services will be essential for offering accurate assistance.
• Data Entry and Documentation: Accurate record-keeping is crucial for tracking customer interactions. Representatives are responsible for updating customer profiles, logging issues, and documenting every step of the support process. This ensures that the team has access to the most current information and can follow up as necessary.
• Collaboration with Internal Teams: Customer Support Representatives will work closely with different departments, such as technical support, sales, and product teams, to ensure a smooth experience for customers. In case of escalations or complex issues, collaboration is key to resolving customer concerns quickly.
• Customer Feedback Collection: Part of the role includes gathering and analyzing customer feedback to identify areas of improvement in products or services. Representatives may be tasked with conducting surveys or simply asking customers for feedback during their interactions.
• Quality Assurance: Maintaining high standards of service is a core responsibility. Non-voice representatives must follow the companys communication guidelines and best practices to ensure customer satisfaction. Additionally, they must maintain a positive and professional demeanor in all written correspondence.
• Adherence to Timelines and SLAs: Meeting deadlines and adhering to Service Level Agreements (SLAs) is crucial. Representatives are expected to respond to inquiries within the prescribed timeframes and follow up as necessary, ensuring customer issues are resolved promptly.
• Learning and Development: Continuous learning is encouraged to stay updated on product knowledge, company policies, and the latest customer service techniques. Representatives will participate in training programs and workshops to improve their skills and performance.

Required Skills & Qualifications:

• Educational Requirements: A minimum of a high school diploma or equivalent is required; a degree in any field is a plus.
• Experience: Previous experience in a customer service or support role, preferably in a BPO or call center environment, is desirable but not mandatory.
• Communication Skills: Strong written communication skills are a must. Ability to convey information clearly, professionally, and courteously in text form.
• Technical Skills: Comfortable using computers, proficient in email communication, live chat systems, and other relevant software applications.
• Problem-Solving: Ability to identify problems and provide appropriate solutions independently.
• Attention to Detail: High attention to detail for accurate documentation and resolution tracking.
• Team Player: Ability to work well within a team environment and collaborate with colleagues from various departments.
• Multitasking: Ability to handle multiple tasks and respond to several queries simultaneously while maintaining a high level of service quality.
• Adaptability: Open to learning new systems, products, and services quickly in a dynamic environment.

Benefits:

• Competitive Salary: Attractive compensation package based on experience.
• Career Growth Opportunities: Ample room for growth within the company.
• Training and Development: Regular training programs to enhance your skills.
• Work Environment: A collaborative and dynamic work environment with opportunities to work alongside talented professionals.

If you're passionate about delivering top-notch customer service and enjoy problem-solving, this is an excellent opportunity to grow your career in the BPO industry. Apply today to be a part of our team!

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