Walk

About the Role

• Respond to customer inquiries via live chat, email, or CRM tools in a timely, accurate, and professional manner, within the defined SLA.
• Identify and understand customer needs, clarify the reason for contact, and provide appropriate support based on approved workflows and guidelines.
• Troubleshoot product or service-related issues and provide accurate information, solutions, or next steps where applicable.
• Guide customers through relevant product features, processes, or troubleshooting steps to help them resolve their concerns effectively.
• Maintain accurate and complete records of customer interactions, case details, actions taken, and resolutions in the CRM system.
• Share recurring customer pain points, feedback, and improvement opportunities with the management team to help improve the overall customer experience.
• Follow client-approved SOPs, policies, macros, and quality standards to ensure consistent service delivery.
• Escalate critical, complex, or unresolved cases to the appropriate team or department in line with the escalation process.
• Meet assigned KPI targets at the daily, weekly, and monthly level, including but not limited to productivity, quality, SLA, CSAT, and adherence.
• Willing to work on weekends, public holidays, rotational shifts, and night shifts as required by business needs.
• Willing to WFO (Work From Office) only.

Requirements & Tech Stack

• English proficiency: Minimum level B2, C1 or above preferred.
• Typing speed: Minimum 25-30 WPM.
• Proficient with customer support tools/software.
• Strong written communication skills (grammar, tone, clarity).
• Problem-solving and critical-thinking abilities.
• Ability to work in a fast-paced environment and manage multiple customer interactions with accuracy and attention to detail.
• Available to work in a 24*7 environment.

Qualifications

• Bachelors degree in any field or equivalent experience.
• Previous experience in Customer Support or a similar customer-facing role is preferred.
• Previous live chat handling experience is preferred, especially in a high-volume customer support environment.
• Experience in the BPO industry is an advantage.
• Having an investigation/risk analyst background would be a plus.
• Fresh graduates may also be considered if they meet the required competencies.