CSA Non-Voice Job Description / Profile

© IntouchCX | intouchcx.com
 Job Title Customer Service Associate (CSA) Non-Voice

Location Bengaluru

Workspace WFO

Department Operations

Channel Email/Chat

Language English (additional languages may be required)

Hours of Operation Rotational shift

The role of the Customer Service Associate (CSA) - Non-Voice, will be

responsible for:
➢ Providing support and resolve technical issues via email and other
electronic communications
➢ Building credibility and trust with the customer by empathizing with
their problem in words
Overview of Position ➢ Proactively understanding their needs and responding promptly to
resolve their issue
➢ Applying advanced troubleshooting techniques to provide unique
solutions to the customer’s individual needs
➢ Leveraging their experience to provide feedback to the team on how
to improve client services
➢ Driving customer communication during critical events

▪ Maintain a secure, high speed internet connection

▪ Ability to plug in ethernet cable into a modem

Remote Requirements ▪ Have a dedicated workspace in their homes or remote locations to
provide services to the Company

▪ Ability to come into the campus to pick up equipment

Essential Functions ▪ An obligation to deliver exceptional customer service

▪ Receive emails and chats to gather and verify required information and
do utmost within their power to solve customer problems

▪ Demonstrate empathy and patience to the customer

▪ Demonstrate enthusiasm to be a self-starter who is excited about

learning new technologies on a daily basis

▪ Provide information to the client and place appropriate notes in system

indicating exactly what action was taken or needs to be taken

▪ Ensure policies and procedures are followed

▪ Maintain thorough knowledge of systems so that information can be

researched and proper information is given to customer

▪ Learn and retain a thorough working knowledge of all existing and new

© IntouchCX | intouchcx.com
 process and procedures

▪ Achieve assigned Key Performance Indicators – e.g. Call Handle Time,

Quality, CSAT & DSAT

▪ Attend Team Meetings/additional training sessions as scheduled

▪ Performs other duties as assigned

▪ Above average verbal and written communication skills - ability to

speak accurately, using proper grammar, and good enunciation

▪ Ability to listen attentively and to use information provided by clients to

tailor responses and actions to meet the client’s specific needs

▪ Ability to work in a fast-paced, hectic, changing environment

▪ Ability to organize and follow-up multiple tasks/details with accuracy

and timeliness
Critical Skills ▪ Ability to operate a personal computer

▪ Ability to adhere to all organizational policies and procedures

▪ Ability to work a variety of shifts including days, afternoons, evenings,

weekends and holidays

▪ Ability to perform basic mathematical functions

▪ Ability to effectively interact with employees at all levels of the

organization and work with a variety of people from diverse
backgrounds

▪ Must successfully pass a background check

Educational/Work ▪ High school diploma or equivalent required

Experience and
▪ Must have at least six months customer service experience or
Requirements
equivalent

▪ Experience in the gaming/tech support industry is a plus

© IntouchCX | intouchcx.com