Email Support Executive (225-1012)

An Email Support Executive plays a crucial role in maintaining strong relationships with clients and customers through effective email communication. As a dedicated member of the customer service team, the Email Support Executive is responsible for handling a high volume of email inquiries, providing prompt and accurate responses, and ensuring customer satisfaction. This position requires excellent written communication skills, attention to detail, and the ability to work efficiently in a fast-paced environment. The successful candidate will be adept at researching and resolving complex issues, maintaining a professional tone, and optimizing responses to enhance customer experience. The Email Support Executive also plays a significant role in identifying patterns in customer inquiries that can improve the company's products and services.

Responsibilities

• Respond promptly and professionally to a high volume of customer emails.
• Identify customer needs and provide appropriate solutions via email support.
• Ensure all email interactions are logged accurately in the customer database.
• Collaborate with internal teams to resolve complex customer issues effectively.
• Maintain a courteous and empathetic tone in all customer email interactions.
• Analyze customer feedback and report consistent patterns to management.
• Assist in creating and updating email templates for faster response times.
• Adhere to company policies and procedures in managing customer queries.
• Meet performance metrics related to email response time and customer satisfaction.
• Escalate unresolved technical issues to the appropriate technical support team.
• Participate in training sessions to stay updated with product knowledge.
• Contribute to team meetings and share insights for process improvements.

Requirements

• Bachelor’s degree or equivalent in communication, business, or related field.
• Proven experience in an email support or customer service role is required.
• Exceptional written communication skills with attention to grammar and detail.
• Strong problem-solving skills and ability to handle challenging customer interactions.
• Familiarity with customer support tools and CRM software is preferred.
• Ability to manage high email volume without compromising on quality of service.
• Excellent organizational skills and ability to prioritize tasks efficiently.