Email Support Executive is a non-voice customer service professional responsible for managing and resolving customer inquiries, complaints, and technical issues primarily through email communication. [1, 2]Core Roles & Responsibilities
- Inquiry Management: Responding to customer questions regarding products, services, or orders in a professional and timely manner.
- Issue Resolution: Troubleshooting problems by clarifying complaints, determining the cause, and offering step-by-step solutions.
- Escalation Handling: Forwarding complex or unresolved technical issues to the appropriate internal teams (e.g., technical, product, or logistics).
- Documentation: Maintaining accurate logs of all customer interactions and transactions within a Customer Relationship Management (CRM) system like Salesforce or Zendesk.
- Performance Metrics: Consistently meeting Service Level Agreements (SLAs), including response time, resolution accuracy, and customer satisfaction (CSAT) scores.
- Follow-up: Proactively reaching out to customers to ensure their concerns were fully addressed and they are satisfied with the outcome. [1, 2, 3, 4, 5, 6, 7]
Required Skills & Qualifications
- Exceptional Writing Skills: Ability to draft clear, concise, and empathetic emails with proper etiquette and grammar.
- Problem-Solving: Critical thinking to navigate unique customer challenges and provide customized solutions.
- Technical Proficiency: Comfort using ticketing tools, database software, and basic office applications like Microsoft Excel.
- Typing Speed: Many roles require a speed of 35–50 WPM with high accuracy.
- Age criteria 18 to 29 years
Education: Typically requires a High School Diploma or a Bachelor's Degree in Business, Communications, or a related field. [1, 2, 3, 4, 5, 6, 7]
Pay: ₹10,261.85 - ₹32,834.14 per month
Work Location: In person
