The tasks an Associate – Customer Care (Non-Voice) is expected to perform include:

Recording complaints and receiving feedback from the customers
Managing and resolving client queries/issues primarily through email and chat
Responding through either pre-existing e-mail templates or through customized e-mails
Recording and categorizing queries accurately using the organization’s query management tool
Escalating complex queries to relevant team as per guidelines
Accessing the organization’s knowledge base for solutions to queries where available
Complying with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries