OP1 Community engagement

Job Title: Email Support Executive / Email Process Associate

Key Responsibilities:

• Respond to inbound customer emails regarding queries, complaints, and service requests.

• Deliver accurate, prompt, and effective solutions to ensure high customer satisfaction.

• Log all customer interactions accurately in internal systems (CRM or ticketing tools).

• Coordinate with internal teams to resolve customer issues efficiently.

• Maintain professionalism, empathy, and clarity in all written communication.

• Adhere to internal policies, quality standards, and SLAs.

• Follow up on pending issues within agreed timelines.

• Meet individual performance metrics such as email TAT, quality, and satisfaction scores.

Required Skills & Qualifications:

• 6 months to 2 years of experience in email support or customer service roles.

• Excellent written English communication skills.

• Strong typing speed with attention to detail.

• Familiarity with email platforms (e.g., Outlook, Gmail) and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).

• Basic knowledge of MS Office (Word & Excel).

• Problem-solving mindset with strong analytical skills.

• Ability to handle multiple tasks and prioritize efficiently.

• Customer-centric attitude and a commitment to delivering quality support.