A non-voice associate is acustomer service or back-end support representative who works in a call center setting to provide support through email and chat.Their responsibilities may include:
- Data entry:Following data program techniques and procedures to enter customer and account data
- Customer support:Responding to customer inquiries, complaints, and support requests
- Customer relationship management:Analyzing customer data, processing customer requests, and maintaining customer relationships
- Document processing:Reviewing customer and account source documents for deficiencies and resolving discrepancies
- System testing:Testing customer and account system changes and upgrades by inputting new data and reviewing output
- Information security:Securing information by completing database backups
- Policy compliance:Maintaining operations by following policies and procedures
- Customer confidentiality:Maintaining customer confidence and protecting operations by keeping information confidential
