Customer Care Associate Non-Voice Email Support

Job Title: Customer Care Associate Non-Voice (Email Support)

Shift: Night Shift (Fixed / Permanent)

Experience Required: 5 to 7 Years in Email / Non-Voice Customer Support

Employment Type: Full-time

Job Overview

We are seeking a detail-oriented, articulate, and dedicated Customer Care Associate to join our night shift support team. In this non-voice role, you will be responsible for resolving customer queries, technical issues, and service requests exclusively via email.

The ideal candidate possesses flawless written English, excellent grammar, strong typing speed, and a natural ability to convey empathy through written communication.

Key Responsibilities

• Email Response Management: Read, analyze, and respond to incoming customer inquiries via email in a clear, concise, professional, and empathetic tone.
• SLA & Turnaround Time (TAT): Consistently meet or exceed daily targets for Response Time (FRT), Average Handling Time (AHT), and Ticket Resolution SLA.
• Issue Resolution & Escalation: Troubleshoot customer problems systematically, follow standard operating procedures (SOPs), and escalate complex tickets to internal teams or senior management when necessary.
• Data Accuracy & Documentation: Document all interactions accurately in our CRM tool (e.g., Zendesk, Salesforce, Freshdesk) and tag tickets correctly for tracking and analytics.
• Quality & CSAT: Maintain high quality audit scores (90%) by avoiding grammatical errors, using approved macros appropriately, and providing thorough solutions that maximize Customer Satisfaction (CSAT).
• Continuous Improvement: Participate in team huddles, quality recalibration sessions, and refresher training modules to stay updated on product features and policy changes.

Required Qualifications & Skills

• Experience: 5 to 7 years of proven experience in an Email Support / Non-Voice / Chat Customer Service role.

• Written Communication: Exceptional English written communication skills—impeccable grammar, spelling, punctuation, sentence structuring, and professional etiquette.

• Shift Requirement: 100% commitment to working fixed night shifts on a long-term basis.

• Technical Proficiency:

• Fast and accurate typing speed (Minimum 40+ WPM with 95%+ accuracy).

• Hands-on experience with ticketing tools/CRMs (e.g., Zendesk, Freshdesk, Salesforce, Zoho).

• Basic proficiency in MS Office / Google Workspace (Sheets, Docs).

• Problem-Solving Skills: Ability to analyze customer issues logically, comprehend complex queries quickly, and synthesize clear step-by-step instructions.

• Composure & Attention to Detail: Ability to handle upset or demanding customers via written communication with patience, empathy, and professionalism.

Work Environment & Perks

• Fixed night shift schedule.
• Night shift allowances / differential pay.
• Transport facilities / cab facility (or allowance as per company policy).
• Health insurance coverage and employee wellness programs.