Email Support Executive

Job Purpose:
• Respond to emails received from customers byAttending to their queries and requests and providing information

Handling complaints and troubleshooting problems.
Answering within the stipulated timelines and within the stipulated quality parameters
Assuring proper resolution and targeted TAT to be achieved on Interactions received on e-mail from customers.
Coordinating with other units to ensure quick resolution and intimating the same to customers accor

Duties and Responsibilities

Main Job Tasks and Responsibilities
• Ensure that the customer’s mail is read completely and all concerns are addressed
• Provide customers with correct and relevant product and service information.
• Ensure regular follow up is done and escalation matrix followed for speedy resolution
• Research the required information using available resources.
• Identify and escalate priority issues, route e-mails to appropriate resource for early attention.
• Effectively communicate customer details to the resolution unit for timely resolution.
• Meet commitments towards customers and organization
• Understand the impact of e-mail / written communication.
• Display Time flexibility towards shifts as per work floor requirements.
• Be available for additional responsibilities as per business requirements.

Compliance Improvements
• Drive process compliance and Process Improvement Initiatives – process improvement suggestions to be shared – 1 per month
• Recognize early warning signals that could result in delays and risks and take corrective actions including escalating to the right level

Sales:
• Make outbound calls on closures of requests and complaints. Products and offers to be pitched on the call post successful service call.

Job Type: Full-time

Salary: ₹350,000.00 - ₹400,000.00 per year

Benefits:
• Health insurance
• Paid time off
• Provident Fund

Schedule:
• Day shift

Supplemental pay types:
• Performance bonus
• Yearly bonus

Ability to commute/relocate:
• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:
• total work: 1 year (Preferred Read more