Customer Service Executive (Non-voice)

Customer Service Executive (Non-voice - Email)

Location: Bangalore, work from office

Function: Customer Experience / Customer Support

Channels: Email (primary)

Employment type: Third-party payroll

Shift: 9-hour shift including a 1-hour break (8 working hours), rotational

Work week: 6 days a week, including weekends, with 1 rotational weekly off

Reports to: Team Lead / Manager

Customer Support Experience: Minimum 1 year in email support

About the Role

This is a written-first support role. You will own customer and internal stakeholder queries end to end over email, from first response through to closure, including escalated and time-sensitive cases. The quality of your writing and the ownership you take on a case are the two things this role is judged on.

What You'll Do

• Act as the single point of contact for customer and internal stakeholder queries across email, so the requester never has to chase or repeat themselves.
• Resolve tickets within defined response and resolution SLAs, without trading away accuracy or quality to hit a timer.
• Own high-priority, escalated, and critical cases with clear urgency, and keep the customer informed while the case is open.
• Drive end-to-end case ownership, including chasing internal cross-functional teams until the issue is actually resolved, not just handed over.
• Follow up proactively with customers and stakeholders to confirm the issue is fully closed before marking the ticket resolved.
• Write clear, correct, on-brand responses that resolve the issue in as few exchanges as possible.
• Log, categorise, and document every case accurately in the ticketing system, including the action taken and the reasoning.
• Spot recurring issues and process gaps, and raise them to your lead with supporting ticket evidence.
• Use internal AI tools for drafting, summarising, and categorising, and pick up new tools quickly as the stack changes.
• Follow standardised processes and compliance requirements on every case.

What We're Looking For

• Minimum 1 year of email support experience in a structured service environment with defined SLAs.
• Excellent written English: correct grammar, clean structure, and a professional business tone. This is the primary screening criterion.
• Typing speed of 35 WPM or higher with 95%+ accuracy.
• Strong email etiquette and the ability to structure a response so the customer understands the answer on first read.
• Ability to manage multiple open tickets without dropping threads.
• Analytical and problem-solving ability: can identify what the customer actually needs, not just what they asked.
• Hands-on experience with a ticketing or CRM platform (Freshdesk, Zendesk, Salesforce, or similar).
• Comfortable owning escalated and time-sensitive cases, and knowing when and to whom to escalate.
• Working proficiency in Hindi
• Willing to work rotational shifts, 6 days a week including weekends, from the office.

Added Advantage

• Experience handling critical incidents or internal stakeholder tickets.
• Prior experience in fintech, lending, payments, or credit cards.
• Exposure to regulated complaint or grievance-handling processes.
• Experience writing or maintaining help-centre content, macros, or canned responses.

How Success Is Measured

• Targets are reviewed monthly. Indicative benchmarks below; final targets are confirmed at onboarding.
• Ownership of critical and cross-functional cases is assessed qualitatively alongside these numbers. Hitting a timer on a case the customer had to reopen does not count as a resolution.

Performance Metrics:

• First Response Time (FRT): Time to first meaningful reply
  Target: Within [X] hours on [X]% of tickets
• Resolution TAT: Time to full closure
  Target: Within [X] hours on [X]% of tickets
• CSAT: Customer satisfaction on resolved tickets
  Target: [X]% or higher
• First Contact Resolution: Resolved without a second exchange
  Target: [X]% or higher, where applicable
• Quality / audit score: Accuracy, tone, documentation, compliance
  Target: [X]% or higher
• Productivity: Tickets handled per shift
  Target: [X] per shift

What This Role Is Not

• It is not a voice or calling process. Outbound calls are the exception, not the daily job.
• It is not a script-reading role. You are expected to understand the issue and decide the right resolution.
• It is not work-from-home or hybrid. This is an office-based role.
• It is not a fixed Monday-to-Friday schedule. Weekends are part of the roster.