Email Support Executive (225-807)

An Email Support Executive is responsible for providing effective customer support via email, ensuring that clients and customers receive timely responses to their inquiries and concerns. This role involves handling a wide range of queries from clients, ensuring a high level of client satisfaction, and maintaining records of customer interactions. As an Email Support Executive, you will be the frontline of communication for our organization, translating complex information into simple, understandable solutions. Your primary goal is to deliver exceptional support and problem resolution, contributing to the company's reputation and fostering strong relationships with customers. Successful candidates will possess excellent written communication skills, the ability to multitask, and a customer-centric attitude.

Responsibilities

• Manage and respond to all incoming customer inquiries via email promptly and courteously.
• Accurately document customer interactions and responses received through emails.
• Resolve customer issues efficiently while maintaining a high level of customer satisfaction.
• Collaborate with other departments to ensure comprehensive responses to customer queries.
• Provide feedback to management on recurring customer issues and potential process improvements.
• Monitor email queue to ensure timely responses to customer inquiries within the designated timeframe.
• Identify opportunities for improving customer experience and escalating to management as necessary.
• Maintain up-to-date knowledge of company products, services, and promotions to better assist customers.
• Handle customer complaints and provide appropriate solutions and alternatives within the time limits.
• Follow communication procedures, guidelines, and policies as outlined by the company.
• Assist in preparing reports on customer feedback and service issues for management review.
• Stay informed on industry trends and emerging platforms to enhance email support delivery.

Requirements

• Proven experience in a similar role, preferably within a customer service environment.
• Exceptional written communication skills with attention to detail and grammar.
• Strong problem-solving skills and ability to handle challenging customer situations calmly.
• Proficient in email handling software and support platforms like Zendesk or G Suite.
• Ability to work independently and as part of a team, managing multiple priorities.
• Customer-focused mindset with an ability to empathize with clients' needs and concerns.
• Basic understanding of technical terms related to company products and services.