Customer Service Executive (Non-voice)

Gokiwi Tech; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Gokiwi Tech in Bengaluru is seeking a Customer Service Executive (Non-voice - Email) to own customer and internal stakeholder queries end to end over email, including time-sensitive cases. This role emphasizes written communication, quality responses, and adherence to SLAs, with a 9-hour shift and 6-day work week in the office.

Candidates should have a minimum of 1 year in email support, strong English writing, Hindi proficiency, and experience with ticketing platforms (Freshdesk, Zendesk,

Qualifications

• Excellent written English with professional tone and grammar.
• Typing speed 35 wpm or higher with high accuracy.
• Strong email etiquette and clear response structure.
• Ability to manage multiple open tickets without losing threads.
• Analytical and problem-solving ability to discern customer needs.
• Hands-on experience with ticketing/CRM platforms (Freshdesk, Zendesk, Salesforce).
• Comfortable handling escalated/time-sensitive cases and escalation.

Responsibilities

• Act as single point of contact for email queries across email channels.
• Resolve tickets within defined SLAs without sacrificing quality.
• Own high-priority and escalated cases with clear urgency and updates.
• Drive end-to-end case ownership and cross-functional follow-up until resolution.
• Proactively follow up with customers to confirm issue closure.
• Write clear, on-brand responses that resolve issues efficiently.
• Log and document every case with actions and reasoning.
• Identify recurring issues and raise with leads with evidence.
• Use internal AI tools for drafting, summarising, and categorising.

Skills

Excellent written English

Typing speed 35 WPM

Email etiquette

Ticket management

Analytical thinking

CRM experience

Escalation handling

Hindi proficiency

Tools

Freshdesk

Zendesk

Salesforce

Job description

Customer Service Executive (Non-voice - Email)

Location: Bangalore, work from office

Function: Customer Experience / Customer Support

Channels: Email (primary)

Employment type: Third-party payroll

Shift: 9-hour shift including a 1-hour break (8 working hours), rotational

Work week: 6 days a week, including weekends, with 1 rotational weekly off

Reports to: Team Lead / Manager

Customer Support Experience: Minimum 1 year in email support

About the Role

This is a written-first support role. You will own customer and internal stakeholder queries end to end over email, from first response through to closure, including escalated and time-sensitive cases. The quality of your writing and the ownership you take on a case are the two things this role is judged on.

What You'll Do

• Act as the single point of contact for customer and internal stakeholder queries across email, so the requester never has to chase or repeat themselves.
• Resolve tickets within defined response and resolution SLAs, without trading away accuracy or quality to hit a timer.
• Own high-priority, escalated, and critical cases with clear urgency, and keep the customer informed while the case is open.
• Drive end-to-end case ownership, including chasing internal cross-functional teams until the issue is actually resolved, not just handed over.
• Follow up proactively with customers and stakeholders to confirm the issue is fully closed before marking the ticket resolved.
• Write clear, correct, on-brand responses that resolve the issue in as few exchanges as possible.
• Log, categorise, and document every case accurately in the ticketing system, including the action taken and the reasoning.
• Spot recurring issues and process gaps, and raise them to your lead with supporting ticket evidence.
• Use internal AI tools for drafting, summarising, and categorising, and pick up new tools quickly as the stack changes.
• Follow standardised processes and compliance requirements on every case.

What We're Looking For

• Minimum 1 year of email support experience in a structured service environment with defined SLAs.
• Excellent written English: correct grammar, clean structure, and a professional business tone. This is the primary screening criterion.
• Typing speed of 35 WPM or higher with 95%+ accuracy.
• Strong email etiquette and the ability to structure a response so the customer understands the answer on first read.
• Ability to manage multiple open tickets without dropping threads.
• Analytical and problem-solving ability: can identify what the customer actually needs, not just what they asked.
• Hands-on experience with a ticketing or CRM platform (Freshdesk, Zendesk, Salesforce, or similar).
• Comfortable owning escalated and time-sensitive cases, and knowing when and to whom to elevate.
• Working proficiency in Hindi
• Willing to work rotational shifts, 6 days a week including weekends, from the office.

Added Advantage

• Experience handling critical incidents or internal stakeholder tickets.
• Prior experience in fintech, lending, payments, or credit cards.
• Exposure to regulated complaint or grievance-handling processes.
• Experience writing or maintaining help-centre content, macros, or canned responses.

How Success Is Measured

• Targets are reviewed monthly. Indicative benchmarks below; final targets are confirmed at onboarding.
• Ownership of critical and cross-functional cases is assessed qualitatively alongside these numbers. Hitting a timer on a case the customer had to reopen does not count as a resolution.

Performance Metrics:

• First Response Time (FRT): Time to first meaningful reply
  Target: Within [X] hours on [X]% of tickets
• Resolution TAT: Time to full closure
  Target: Within [X] hours on [X]% of tickets
• CSAT: Customer satisfaction on resolved tickets
  Target: [X]% or higher
• First Contact Resolution: Resolved without a second exchange
  Target: [X]% or higher, where applicable
• Quality / audit score: Accuracy, tone, documentation, compliance
  Target: [X]% or higher
• Productivity: Tickets handled per shift
  Target: [X] per shift

What This Role Is Not

• It is not a voice or calling process. Outbound calls are the exception, not the daily job.
• It is not a script-reading role. You are expected to understand the issue and decide the right resolution.
• It is not work-from-home or hybrid. This is an office-based role.
• It is not a fixed Monday-to-Friday schedule. Weekends are part of the roster.