Non Voice Account - For Newbie

A Non-Voice Support Representative assists customers through chat, email, or ticketing systems—no calls involved. The role focuses on resolving concerns, answering questions, processing requests, and providing accurate information while maintaining a friendly, professional tone.

Provide customer support via chat, email, or messaging platforms.

Assist with inquiries related to orders, billing, account information, refunds, product details, or technical issues.

Manage multiple conversations while maintaining quality, accuracy, and proper grammar.

Create, update, and close support tickets in CRM tools.

Escalate issues to higher support teams when necessary.

Follow company guidelines and meet KPIs such as response time, quality score, productivity, and CSAT.