Email Support Executive (225-921)

An Email Support Executive plays a crucial role in ensuring customer satisfaction by efficiently addressing and resolving queries and concerns via email. This role demands exceptional communication abilities, attention to detail, and problem-solving skills. As an Email Support Executive, you will be responsible for providing clear and professional responses to customers, maintaining a positive relationship, and contributing to the improvement of products and services based on customer feedback. Your work will be fundamental in enhancing customer experience and promoting loyalty. You will collaborate closely with other teams to ensure that customers' issues are addressed appropriately and in a timely manner, thereby upholding the company's reputation for high-quality service and support.

Responsibilities

• Respond to customer inquiries promptly and professionally via email communication.
• Resolve customer complaints by determining the cause and offering solutions.
• Work collaboratively with team members to improve customer support standards.
• Maintain records of customer interactions and transactions accurately.
• Identify and escalate priority issues to relevant departments as necessary.
• Provide detailed information and explanations in response to customer queries.
• Verify customer account information and ensure data accuracy in the system.
• Prepare routine reports and assessments on recurring customer issues and feedback.
• Develop and update self-help guides and FAQs for customer reference.
• Handle product exchanges and refunds in line with company policy.
• Follow up with customers to ensure resolution of concerns and high satisfaction.
• Stay up-to-date with changes in products and services for accurate information dissemination.

Requirements

• Bachelor’s degree in Communications or a related field is preferred.
• Previous experience in customer support, preferably in email support roles.
• Excellent written communication skills with a meticulous attention to detail.
• Proficiency in email management tools and customer relation management software.
• Strong problem-solving skills and ability to think critically under pressure.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Customer-oriented mindset with a passion for delivering exceptional service.