Non Voice Process Transaction Process & Documentation

Non Voice Process Transaction Process & Documentation Job Description The Non-Voice Process Executive is responsible for handling backend operations, data processing, customer support queries, and record management through non-verbal communication channels such as email, live chat, ticketing systems, and web portals. Working in a fast-paced operational environment, this role ensures high data accuracy, swift query resolution, strict adherence to Service Level Agreements (SLAs), and seamless customer satisfaction without conducting direct phone conversations Responsibilities: Review, process, and resolve customer queries, transactions, service requests, and complaints via email, live chat, and internal ticketing tools. Verify, input, and update high volumes of transactional, customer, or account data into enterprise databases and CRM systems with zero errors. Analyze incoming support requests, classify ticket priorities, and escalate complex technical or policy exceptions to Tier-2 support or team leads. Adhere strictly to process-specific Turnaround Times (TAT), First Contact Resolution (FCR) targets, and quality score benchmarks. Identify discrepancies or missing information in customer documents and follow up through written communication to ensure complete compliance. Maintain thorough logs of customer interactions, case histories, and action steps in accordance with standard operating procedures (SOPs). Participate in regular quality audits, calibration sessions, and process updates to adapt to changing workflows or software interfaces Skills: Excellent written communication skills, including strong grammar, clear phrasing, and a professional tone for email and chat interactions. High typing speed with high accuracy and strong numerical/data entry skills. Proficient in using CRM systems, web portals, and MS Office Suite. Strong analytical, problem-solving, and attention-to-detail capabilities when reviewing documents and data entries. Ability to multitask, manage time effectively, and prioritize tasks under tight operational SLAs We invite you to apply and explore this exciting opportunity! Warm Regards, HR - Maria