Customer Care Executive – Non-Voice (Email & Chat)

About the role

The Customer Care Executive (Non-Voice) provides support to customers primarily through email and live‑chat, handling inquiries, concerns and service requests with professionalism and empathy. The role may also involve occasional inbound or outbound calls when operational needs arise, ensuring a seamless experience across all channels.

Key responsibilities

• Manage and respond to customer emails promptly, accurately and courteously.
• Provide real‑time assistance via live‑chat, addressing queries and troubleshooting issues.
• Handle inbound calls and make outbound calls as required for follow‑ups, verifications or issue resolution.
• Resolve complex or high‑value customer interactions, ensuring accurate and efficient outcomes.
• Maintain up‑to‑date product and service knowledge, including new promotions and process changes.
• Meet performance targets, SLAs and key performance indicators through effective time management.
• Document interactions, update customer records and create escalation tickets when necessary.
• Adhere to company policies, legal and regulatory requirements during all customer engagements.
• Collaborate with team members to improve processes and resolve challenging cases.

Required profile

• Excellent written communication skills with a clear, empathetic tone.
• Strong multitasking ability to handle several tasks and systems simultaneously.
• Problem‑solving mindset with a focus on accurate and efficient resolution.
• Commitment to compliance, data protection and company guidelines.
• Team‑oriented attitude, willing to share knowledge and support peers.

Required skills

• Proficiency with CRM software.
• Experience using contact‑center phone systems.
• Familiarity with live‑chat platforms.