Customer Service Representative (India, Non-voice)

About Epicenter

For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you'll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we're trusted by global clients.

Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.

About the Job

We're seeking detail-oriented and articulate individuals to join our customer service team in a non-voice capacity. In this role, you'll handle customer queries through chat, social media, and email channels, providing timely and accurate solutions. This is an ideal opportunity for freshers and experienced professionals who excel at written communication and enjoy helping customers through digital channels.

Location/Hours

Location: Mumbai

Shift: 24x7 Rotational shifts (Should be comfortable working in all shifts)

Job Responsibilities / Expectations

• Handle customer queries via chat, social media platforms, and email

• Provide accurate information and effective solutions through written communication

• Ensure customer satisfaction by delivering quality service on every interaction

• Maintain accurate records of all customer conversations and resolutions

• Follow standard operating procedures and response templates while maintaining a personalized approach

• Meet individual and team performance targets including response time and customer satisfaction metrics

• Monitor multiple chat windows and email threads simultaneously

• Identify customer needs and provide appropriate solutions or escalate complex issues when required

• Handle customer complaints professionally with empathy and problem-solving approach

• Stay updated on product information, services, policies, and social media guidelines

• Collaborate with team members and share best practices

• Demonstrate excellent English written communication skills with proper grammar and tone

• Adapt communication style to suit different customer personalities and situations

• Maintain professionalism and brand voice across all digital channels

• Participate in training sessions and continuous skill development programs

Minimum Qualifications

• Age: 18 years to 35 years

• High school diploma or equivalent (minimum requirement)

• Good English written communication skills with proper grammar and punctuation

• Typing speed of at least 30-35 words per minute

• Basic computer knowledge and familiarity with email, chat, and social media platforms

• Comfortable working in 24x7 rotational shifts

• Ability to join immediately with all documents ready for background verification

• Attention to detail and accuracy

• Positive attitude and customer-centric mindset

• Freshers are welcome to apply

Desired Qualifications

• Graduate degree

• Previous experience in non-voice customer service, chat support, or email support

• Familiarity with CRM systems, ticketing tools, or customer management platforms

• Experience with social media management or community management

• Strong multitasking abilities and time management skills

• Knowledge of Microsoft Office Suite (Word, Excel, Outlook)

• Ability to work independently with minimal supervision

• Understanding of digital etiquette and online customer service best practices

Why Join Epicenter?

We believe in investing in our people. At Epicenter, you'll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.

Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.