Customer Support Executive - Non - Voice

Bhanzu; Bengaluru; On-site; INR 300,000 - 400,000; Full time

Job summary

A leading support services company located in Bengaluru is seeking a Customer Support Executive - Non-Voice. The role involves managing customer interactions primarily through email and chat, ensuring high-quality responses, and adhering to service excellence standards. Ideal candidates will have strong written communication skills and at least one year of experience in email/chat support. The position focuses on delivering excellent service and managing escalations effectively.

Qualifications

• Minimum 1 year of experience in email/chat support within a structured service environment.
• Experience handling escalations and critical incidents.
• Customer-first mindset with attention to detail.

Responsibilities

• Serve as the single point of contact for customer support queries.
• Manage and resolve support tickets within defined SLAs.
• Ensure high-quality case resolution and adherence to service standards.

Skills

Excellent written communication skills

Typing speed of 30-35 WPM or higher

Strong analytical and problem-solving abilities

Proficiency in CRM platforms and ticketing systems

Email etiquette

Tools

Zendesk

Freshdesk

Salesforce

Job description

Overview

As a Customer Support Executive - Non-Voice, you will manage customer and stakeholder interactions across email and chat channels. You will be responsible for delivering accurate, SLA-driven responses while ensuring high-quality case resolution and adherence to Bhanzu's service excellence standards.

Responsibilities

• Serve as the single point of contact (SPOC) for customer and internal stakeholder queries across email and chat channels.
• Manage and resolve support tickets within defined SLAs and quality benchmarks.
• Handle high-priority, escalated, and critical cases with urgency and accountability.
• Ensure end-to-end case ownership, including cross-functional follow-through until resolution.
• Proactively follow up with customers and stakeholders to ensure complete closure.
• Maintain high standards of written communication, tone, and brand alignment.
• Accurately log, categorise, and document all cases in CRM/ticketing systems.
• Identify recurring issues and flag process gaps to drive continuous improvement.

Requirements

• Excellent written communication skills with strong grammar and business communication standards.
• Typing speed of 30-35 WPM or higher.
• Strong email etiquette and structured response formulation.
• Ability to handle concurrent chats and manage multiple open tickets efficiently.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM platforms, ticketing systems, and live chat tools.
• Ability to manage high-priority and time-sensitive escalations.
• Comfortable making outbound calls when required for faster resolution.

Performance Expectations

• Deliver high First Response Time (FRT) and Resolution TAT adherence.
• Achieve strong CSAT and maintain high First Contact Resolution (FCR) where applicable.
• Demonstrate ownership in resolving critical and cross-functional cases.
• Maintain productivity standards while ensuring accuracy and compliance.

Preferred Qualifications

• Minimum 1 year of experience in email/chat support within a structured service environment.
• Experience handling escalations, critical incidents, and internal stakeholder tickets.
• Familiarity with customer service ticketing systems (e. g., Zendesk, Freshdesk, Salesforce).
• Customer-first mindset with strong accountability and attention to detail.