As a Customer Support Executive - Non-Voice, you will manage customer and stakeholder interactions across email and chat channels. You will be responsible for delivering accurate, SLA-driven responses while ensuring high-quality case resolution and adherence to Bhanzu's service excellence standards.

Responsibilities

- Serve as the single point of contact (SPOC) for customer and internal stakeholder queries across email and chat channels.

- Manage and resolve support tickets within defined SLAs and quality benchmarks.

- Handle high-priority, escalated, and critical cases with urgency and accountability.

- Ensure end-to-end case ownership, including cross-functional follow-through until resolution.

- Proactively follow up with customers and stakeholders to ensure complete closure.

- Maintain high standards of written communication, tone, and brand alignment.

- Accurately log, categorise, and document all cases in CRM/ticketing systems.

- Identify recurring issues and flag process gaps to drive continuous improvement.

Requirements

- Excellent written communication skills with strong grammar and business communication standards.

- Typing speed of 30-35 WPM or higher.

- Strong email etiquette and structured response formulation.





- Ability to handle concurrent chats and manage multiple open tickets efficiently.

- Strong analytical and problem-solving abilities.

- Proficiency in CRM platforms, ticketing systems, and live chat tools.

- Ability to manage high-priority and time-sensitive escalations.

- Comfortable making outbound calls when required for faster resolution.

Performance Expectations

- Deliver high First Response Time (FRT) and Resolution TAT adherence.

- Achieve strong CSAT and maintain high First Contact Resolution (FCR) where applicable.

- Demonstrate ownership in resolving critical and cross-functional cases.

- Maintain productivity standards while ensuring accuracy and compliance.

Preferred Qualifications

- Minimum 1 year of experience in email/chat support within a structured service workplace.

- Experience handling escalations, critical incidents, and internal stakeholder tickets.

- Familiarity with customer service ticketing systems (e. g., Zendesk, Freshdesk, Salesforce).

- Customer-first mindset with strong accountability and attention to detail.

This job was posted by Aryan Kukreti from Bhanzu.

📌 Customer Support Executive - Non - Voice (Bengaluru)
🏢 Bhanzu
📍 Bengaluru