Email Support Executive (225-829)

An Email Support Executive is a vital role within the customer service team responsible for managing and resolving customer inquiries through email communication. As the primary point of contact for customers, you will deliver high-quality service by responding effectively and efficiently to a variety of queries, such as troubleshooting issues, providing information, handling complaints, and processing orders. Success in this role requires strong written communication skills, a customer-first attitude, and the ability to handle a wide array of tasks simultaneously. As an Email Support Executive, you are tasked with creating an exceptional support experience that exceeds customer expectations, while maintaining the company’s standards and adhering to service-level agreements.

Responsibilities

• Responding promptly to customer inquiries received via email and ensuring accurate information is provided.
• Resolving customer issues efficiently while demonstrating empathy and understanding of their needs.
• Collaborating with other departments to address complex problems and ensure customer satisfaction.
• Maintaining detailed records of customer interactions, inquiries, comments, and complaints for future reference.
• Identifying patterns in customer feedback and suggesting improvements to enhance the service experience.
• Adhering to company policies, procedures, and standards while handling customer communications.
• Achieving specific customer service targets and KPIs set by the customer support manager.
• Managing multiple customer cases simultaneously while maintaining professionalism and courtesy.
• Participating in training sessions to improve product knowledge and enhance service delivery skills.
• Escalating unresolved issues to the appropriate internal teams when necessary for further action.
• Collaborating with the team to create effective responses to common queries and FAQs.
• Providing insightful feedback to improve product and service offerings based on customer suggestions.

Requirements

• Proven experience in customer service or a similar email support role for at least two years.
• Excellent written communication skills with strong attention to detail and clarity.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills with a proactive approach to customer issues.
• Familiarity with customer management software platforms, CRM systems, and email ticketing tools.
• Capacity to work independently and collaboratively within a team setting.
• Flexibility to adapt to schedule changes and support varying customer needs and inquiries.