Customer Support Executive Non-Voice Process Specialist | Email & Chat

Join Arenaflex as a Customer Support Executive – Non-Voice Process Specialist. In this full‑time role you will act as the digital front‑line liaison, handling inbound queries via email, live chat and ticketing systems, and delivering timely, accurate, and personalized solutions. You will develop deep product knowledge, collaborate cross‑functionally, document interactions in CRM, drive process improvements, and meet performance metrics such as response time and CSAT.

• Respond promptly and professionally to customer inquiries received via email, live chat, and ticketing platforms
• Diagnose customer concerns, identify root causes, and provide effective first‑contact resolutions
• Develop and maintain comprehensive knowledge of the client’s products, services, policies and procedures
• Collaborate with internal teams (QA, training, account management, escalation) on complex issues
• Maintain detailed records of all interactions in CRM and internal databases for reporting and analytics
• Identify recurring pain points and suggest workflow improvements to enhance the customer experience
• Adhere to company policies, client guidelines, data protection regulations and SLAs with the highest standards of professionalism
• Meet and exceed performance targets related to response time, resolution rate, CSAT and quality assessment metrics
• Participate in ongoing training, knowledge sharing and skill development programs

• High school diploma or equivalent (Bachelor’s degree preferred)
• Prior experience in customer support or client‑facing role
• Experience in a BPO, KPO or shared services environment is a significant advantage
• Outstanding written communication skills in English, with impeccable grammar, spelling and punctuation