Executive Back-End Non-Voice Customer Service (Webchat)

About the role

The Executive Back-End Non‑Voice Customer Service role focuses on assisting customers through web‑chat channels. You will handle inbound queries related to contracts, provide accurate information, and ensure a seamless experience while meeting quality and performance standards.

Key responsibilities

• Respond to customer inquiries via web‑chat, delivering accurate contract‑related information.
• Occasionally perform outbound calls when required to resolve complex issues.
• Maintain adherence to SLA targets, including Average Handle Time, First Chat Resolution, and Schedule Adherence.
• Verify customer details, update systems, and document interactions according to desktop procedures.
• Ensure transaction quality complies with Process Excellence standards and company policies.
• Monitor and improve customer experience metrics such as NPS.

Required profile

• Strong written communication skills with the ability to convey information concisely.
• Attention to detail and commitment to following established procedures.
• Reliability in attendance, punctuality, and meeting performance targets.
• Ability to handle multiple chats simultaneously while maintaining quality.

Required skills