Email Support Executive 05J26

The Email Support Executive is a key member of our customer service team, responsible for managing and resolving customer inquiries and issues through email communications. The ideal candidate will possess excellent written communication skills, efficiency in managing multiple email threads, and a keen eye for detail to ensure accuracy in responses. This role is crucial for maintaining customer satisfaction and loyalty as it often serves as the first point of contact for vital customer concerns. Working in collaboration with other departments, the Email Support Executive will ensure that all customer queries are addressed timely and in accordance with company policies. The role involves understanding customer needs, providing information about our products and services, and handling complaints with a problem-solving mindset.

Responsibilities

• Respond to customer queries and issues promptly via email communication.
• Collaborate with other departments to resolve customer issues effectively and efficiently.
• Maintain and update customer records following each interaction or resolution.
• Identify common customer issues and suggest solutions to management.
• Ensure all email interactions comply with company’s customer service guidelines.
• Monitor and report email response metrics to ensure timely resolution of issues.
• Assist customers with product knowledge and service features through email.
• Elevate unresolved issues to appropriate internal departments as needed.
• Develop a deep understanding of company products and services for better assistance.
• Draft and improve email templates to streamline customer communication processes.
• Analyze customer feedback received through emails and suggest improvements.
• Participate in regular training sessions to stay updated on company products and services.

Requirements

• Bachelor’s degree in Business, Communication, or related field preferred.
• Minimum of 1-2 years of experience in customer support roles preferred.
• Proven experience with email communication and online support platforms.
• Exceptional written communication skills with attention to detail and accuracy.
• Ability to manage multiple email threads and prioritize effectively.
• Strong problem-solving skills with a customer-oriented approach and mindset.
• Proficiency in using CRM software and other customer support tools is preferred.
• Strong team collaboration skills with the ability to work cross-functionally.