Role Summary:
The Email Process Agent is responsible for handling customer inquiries, complaints, and service requests via email. The role requires excellent written communication skills, attention to detail, and the ability to resolve issues efficiently while maintaining high customer satisfaction.
Key Responsibilities:
- Customer Query Handling:
- Respond to customer queries and complaints through email promptly and professionally.
- Provide accurate and complete information about products, services, and processes.
- Resolve issues within the defined turnaround time (TAT) to ensure customer satisfaction.
- Escalation Management:
- Identify complex or unresolved issues and escalate them to higher-level teams for resolution.
- Track escalations and ensure timely follow-up for closure.
- Accurate Documentation:
- Log all customer interactions, complaints, and resolutions accurately in the system or CRM tool.
- Maintain clear and detailed communication records for future reference.
- Product and Process Knowledge:
- Develop in-depth knowledge of the company’s products, services, and procedures.
- Stay updated on any process changes, company policies, and new offerings.
- Performance Metrics:
- Meet or exceed performance metrics, including email response time, resolution time, customer satisfaction (CSAT), and quality scores.
- Handle a defined volume of email interactions daily while maintaining accuracy and quality.
- Continuous Improvement:
- Identify recurring issues or patterns in customer queries and share feedback with the team for process improvement.
- Participate in regular training sessions to enhance email handling and customer service skills.
Qualifications and Skills:
- Education:
- High school diploma or a graduate degree.
- Experience:
- 6 months to 1 year of experience in a customer service or email support role preferred.
- Freshers with strong written communication skills are welcome to apply.
- Skills Required:
- Excellent written communication skills with strong grammar and attention to detail.
- Ability to write clear, concise, and professional emails.
- Good problem-solving and analytical skills.
- Familiarity with CRM tools or email management systems.
- Basic knowledge of MS Office tools (e.g., Word, Excel).
- Behavioural Traits:
- Customer-focused with a professional and positive attitude.
- Ability to multitask and prioritize tasks effectively.
- Calm and composed under pressure.
- Strong time management and organizational skills.
Key Performance Indicators (KPIs):
- Email Response Time
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT) Scores
- Email Quality and Accuracy
- Productivity (Emails Handled Per Day)
Pay: ₹15,000.00 - ₹25,000.00 per month
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Bhandup West, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Language:
Location:
- Bhandup West, Mumbai, Maharashtra (Required)
Shift availability:
- Night Shift (Required)
- Overnight Shift (Required)
Work Location: In person
