Non-Voice Chat Support Concentrix Bridgetowne Qc And Makati City

Job Description – Non-Voice Chat Support TSR

We are looking for a detail-oriented and customer-focused Non-Voice Chat Support TSR to handle customer inquiries and technical issues via live chat, email, or messaging platforms. The role involves assisting customers in real-time, resolving concerns efficiently, and ensuring excellent customer satisfaction without the need for phone interaction.

Key Responsibilities

Customer Interaction

Handle customer queries through live chat, email, or ticketing systems.

Provide prompt, professional, and accurate responses.

Guide customers in troubleshooting technical issues or navigating products / services.

Technical Support

Identify and resolve common technical problems.

Escalate unresolved issues to higher-level support when necessary.

Document issues and resolutions for knowledge base and team learning.

Product Knowledge

Stay updated with product / service updates, policies, and procedures.

Educate customers on features, usage, and best practices.

Customer Satisfaction

Ensure a positive customer experience with empathy and professionalism.

Handle complaints effectively while maintaining company standards.

Track and follow up on pending customer concerns.

Documentation & Reporting

Log interactions accurately in CRM or support tools.

Provide feedback to improve processes, FAQs, and customer self-service options.

Collaboration

Work closely with teammates and other departments to resolve complex issues.

Share insights with product / tech teams to improve customer experience.