Executive Back-End Non-Voice Customer Service – Webchat

About the role

The role focuses on assisting end‑customers through web‑chat channels, handling queries related to their contracts and, when needed, making occasional outbound calls. The aim is to deliver accurate information and resolve issues in a single interaction.

Key responsibilities

• Respond to customer inquiries via web‑chat and provide contract‑related information.
• Verify customer details and update systems with accurate data.
• Follow desktop procedures and process transactions according to established guidelines.
• Meet service level agreements (SLA) and internal performance targets such as Average Handle Time and First Chat Resolution.
• Maintain high quality standards, including QA and NPS metrics.
• Adhere to attendance schedules, punctuality, and company policies.
• Use standard verbiage and concise statements to ensure clear communication.
• Resolve customer issues on the first contact whenever possible.

Required profile

• Strong written communication skills for effective chat interactions.
• Dependable attendance and punctuality.
• Ability to follow procedures and meet SLA‑driven performance metrics.
• Customer‑focused attitude with a commitment to first‑contact resolution.