Email and Chat Executive 19N25

The role of an Email and Chat Executive involves managing customer inquiries and issues via email and chat platforms, ensuring exceptional service delivery by providing accurate and timely responses. This position requires a keen understanding of customer service principles and the ability to work independently with minimal supervision. As an Email and Chat Executive, you will act as the first point of contact for potential and existing clients, hence playing a critical role in maintaining and enhancing client relationships. You will have to be adaptable to handle a variety of inquiries - from general questions to technical issues - and consistently reflect the company’s values and commitment to customer satisfaction in all interactions. Your ability to multitask and prioritize high-volume correspondence is critical to the success of this role. This position offers a dynamic and fast-paced work environment where excellent communication and problem-solving skills are essential.

Responsibilities

• Respond promptly and professionally to customer inquiries via email and chat platforms.
• Utilize pre-approved templates and customize responses for specific customer situations.
• Identify and escalate situations requiring urgent attention to the appropriate channels.
• Maintain an updated log of customer queries and resolution statuses.
• Collaborate with other departments to resolve complex customer issues efficiently.
• Monitor and follow up on unresolved queries ensuring timely resolution.
• Contribute to the development and improvement of service processes and procedures.
• Provide feedback and suggestions to management for service improvement initiatives.
• Regularly review and stay updated with product and service knowledge.
• Achieve defined productivity goals and service level agreements consistently.
• Engage in training sessions to enhance email and chat handling skills.
• Ensure confidentiality and data protection standards are adhered to in all communications.

Requirements

• Proven experience in customer service or similar email and chat support roles.
• Excellent written communication skills with attention to detail and clarity.
• Ability to multitask effectively without compromising on service quality.
• Proficiency with customer service platforms and relevant software tools.
• Strong problem-solving skills and ability to handle challenging situations.
• Resourcefulness and ability to work independently with minimal supervision.
• Flexibility to work in shifts and handle a dynamic work schedule.