Email Support Executive (225-721)

An Email Support Executive plays a crucial role in maintaining customer satisfaction by managing and responding to consumer inquiries via email. The ideal candidate will possess superb written communication skills, a strong understanding of email management software, and the ability to problem-solve and think critically. This position involves interacting with clients, resolving their issues, and maintaining a positive image of the company. An Email Support Executive must be able to work under pressure, handle a high volume of emails, and support the customer service team with friendly, organized, and accurate responses. Adaptability is key, as you'll need to adjust to changing company protocols, new software systems, and varied customer needs. Additionally, staying updated with product knowledge and company policies is essential to offer precise and useful information to customers.

Responsibilities

• Respond promptly and professionally to customer inquiries received via email.
• Maintain high levels of customer satisfaction by providing accurate information.
• Resolve customer complaints and concerns by investigating issues and developing solutions.
• Collaborate with other departments to ensure comprehensive service to customers.
• Prioritize customer queries and escalate more complex issues to senior staff.
• Track and record email interactions with customers in the company database.
• Follow up with customers to ensure their issues are fully resolved in a timely manner.
• Develop a thorough understanding of company products and services for accurate assistance.
• Prepare reports on customer feedback to help improve customer service processes.
• Maintain confidentiality and protect sensitive customer information as per regulations.
• Assist in improving email templates and creating response guidelines for better efficiency.
• Participate in training sessions to enhance knowledge and performance in customer service.

Requirements

• Proven experience as an email support executive or in a similar customer service role.
• Excellent written communication skills with attention to detail and accuracy.
• Proficiency in using email software, CRM tools, and Microsoft Office suite.
• Ability to handle multiple tasks and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and the ability to think critically under pressure.
• Good understanding of customer service principles and practices.
• High school diploma or equivalent required; additional qualifications are a plus.