Email Support Executive (225-723)

An Email Support Executive plays a crucial role in customer service by providing timely and effective resolutions to customer queries and concerns through email communication. This position requires interacting with customers to handle inquiries, address complaints, and provide product or service information. The primary goal is to ensure customer satisfaction and loyalty by delivering superior support and maintaining a positive image of the company. As an Email Support Executive, you are responsible for managing a high volume of emails, ensuring that customer issues are resolved promptly, and maintaining an efficient communication process. Your ability to compose clear and professional responses is vital, as well as your skill in navigating and updating internal systems. Strong analytical skills are necessary to understand and interpret client requirements, ensuring that interactions lead to an enhance overall customer experience.

Responsibilities

• Manage and respond to a high volume of customer emails daily.
• Provide accurate, valid, and complete information by using the right tools.
• Identify and assess customers’ needs to achieve satisfaction and retention.
• Build sustainable relationships of trust through open and interactive communication.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies meticulously.
• Assist in the development and enhancement of necessary email templates and protocols.
• Work closely with the technical team to ensure customer issues are resolved accurately.
• Prepare reports on customer service operations for management analysis.
• Maintain an updated knowledge of the organization’s products and services.
• Participate in improving customer support by actively listening to feedback.

Requirements

• Proven customer support experience, preferably through email communication.
• Strong written communication skills with a focus on clarity and professionalism.
• Familiarity with CRM systems and practices is highly preferred.
• Ability to multi-task, prioritize, and manage time effectively under deadlines.
• Customer-oriented with the ability to adapt and respond to various types of characters.
• Excellent analytical and problem-solving skills are essential for resolving issues.
• High school diploma or equivalent; additional qualifications will be advantageous.