Email Support Executive handles customer inquiries, troubleshoots technical problems, and resolves complaints strictly through written email communication. They ensure professional brand representation, meet response time targets, and maintain accurate records inside ticketing software.
Key Responsibilities
- Inbox Management: Monitor, sort, and reply to a high volume of customer emails within set turnaround times and Service Level Agreements (SLAs).
- Issue Resolution: Investigate customer issues regarding billing, products, or services and offer clear, accurate, and empathetic written solutions.
- Ticket Tracking: Log, tag, and update customer interaction records accurately using helpdesk or CRM tools (such as Zendesk or Freshdesk).
- Cross-Functional Collaboration: Coordinate with technical, billing, or shipping teams to fast-track complex complaints.
- Template Optimization: Use and improve pre-written email response templates to save time while maintaining a personalized, polite tone.
- Escalation Handling: Route critical or unresolved technical bugs to senior staff or specialized departments according to company policy.
Required Skills & Qualifications
- Written Communication: Exceptional grammar, spelling, typing speed, and professional email etiquette.
- Software Literacy: Familiarity with customer support ticketing systems, live chat platforms, or CRM databases.
- Age criteria 18 to 29 years
Problem-Solving: Strong analytical skills to diagnose user issues from text descriptions alone.
Pay: ₹14,261.85 - ₹32,834.14 per month
Work Location: In person
