Executive Back-End Non-Voice Customer Service – Webchat

About the role

This position focuses on assisting end‑customers through a web‑chat platform, answering contract‑related questions and, when necessary, making outbound calls for more complex issues. The aim is to resolve inquiries on the first contact while adhering to quality, attendance and performance standards.

Key responsibilities

• Respond to customer queries about contracts via web‑chat.
• Make occasional outbound calls for complex cases.
• Follow desktop procedures to process transactions accurately.
• Meet SLA targets and internal performance standards.
• Verify customer details and update systems accordingly.
• Ensure transaction quality complies with predefined parameters.
• Maintain punctuality, schedule adherence, and attendance.
• Use standard verbiage and short, effective statements.
• Achieve first‑chat resolution and contribute to high NPS scores.

Required profile

• Strong written communication skills.
• Attention to detail and ability to follow defined procedures.
• Dependable attendance and punctuality.
• Comfort with handling performance metrics and quality standards.
• Ability to work independently while maintaining a customer‑focused attitude.

Required skills