A Non\-Voice Process (typically in a BPO or KPO) involves handling customer support, back\-office operations, or data management strictly through written communication—such as emails, live chats, and ticketing systems—rather than over the telephone.
Key **Responsibilities**
**Written Support:** Address and resolve customer queries, complaints, and technical issues via live chat or email.
**Data Management \& Entry:** Accurately input, update, and manage customer records and database information.
**Back\-Office Operations:** Process paperwork, invoices, billing, or claims according to client protocols.
**Content Moderation:** Monitor and moderate user\-generated content on websites and social media to ensure community guidelines are met.
**Documentation:** Maintain detailed, accurate logs of all interactions within CRM (Customer Relationship Management) systems.
*Essential Qualifications \& Skills**
**Communication:** Exceptional written English skills, including flawless grammar, spelling, and professional tone.
**Typing Speed:** High typing speed (usually 35\+ WPM) with high accuracy.
**Technical Aptitude:** Familiarity with basic troubleshooting, chat software, and CRM tools.
**Multitasking:** Ability to handle multiple live chats or simultaneously review data while maintaining fast response times.
*Performance Metrics (KPIs)**Your success in these roles is typically measured by: \[1]
**CSAT (Customer Satisfaction):** Ratings given by users after an interaction.
**FCR (First Contact Resolution):** The ability to resolve an issue without the need for multiple follow\-ups.
Age criteria 18 to 29 years
*AHT (Average Handle Time):** The time taken to resolve a single chat or ticket.