We are looking for a detail-oriented and proactive Email Executive to manage customer email communications. The ideal candidate should have excellent written communication skills, be customer-focused, and ensure timely responses to customer queries while maintaining high service quality.
Key Responsibilities
* Respond to customer emails promptly and professionally.
* Handle customer queries, complaints, and service requests through email.
* Ensure all emails are resolved within the defined Service Level Agreement (SLA).
* Coordinate with internal teams to gather information and provide accurate responses.
* Maintain proper records of customer interactions in the CRM or ticketing system.
* Follow up with customers until their issues are resolved.
* Escalate complex issues to the appropriate teams when required.
* Maintain a high level of customer satisfaction through effective communication.
* Ensure email responses follow company guidelines and quality standards.
* Prepare daily and weekly reports on email volumes, response times, and pending cases.
Required Skills
* Excellent written and verbal communication skills.
* Strong English grammar and email etiquette.
* Good typing speed and attention to detail.
* Basic knowledge of Microsoft Office (Excel, Word, Outlook).
* Ability to multitask and manage time effectively.
* Problem-solving and customer service skills.
* Ability to work in a fast-paced environment.
Qualifications
* Graduate in any discipline (preferred).
* 0–2 years of experience in customer support, email support, or back-office operations.
* Freshers with excellent communication skills may also apply.
Preferred Skills
* Experience with CRM or ticketing tools such as Zendesk, Freshdesk, Salesforce, or similar platforms.
* Knowledge of SLA management and customer support processes.
* Experience in BPO or customer service is an added advantage.
Key Performance Indicators (KPIs)
* Email response time.
* First Response Time (FRT).
* Resolution Time (TAT).
* Customer Satisfaction (CSAT).
* Quality score.
* SLA adherence.
* Productivity (emails handled per day).
Work Schedule
* Willingness to work in rotational shifts, weekends, or holidays if required.
* Ability to work from the office or in a hybrid environment, based on business requirements.
Pay: ₹12,000.00 - ₹15,000.00 per month
Benefits:
Work Location: In person
