Email Support Executive

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email.

• Provide timely updates on issue resolution status to both internal and external customers.

• Maintain accurate and comprehensive records of all email communication and customer interactions.

• Coordinate with internal departments (e.g., technical, operations) to gather information and resolve customer issues.

• Escalate unresolved issues to the appropriate internal teams with proper details.

• Follow up on open cases to ensure timely resolution and customer satisfaction.

• Maintain service level agreements (SLAs) and ensure timely email responses.

• Ensure all communication is clear, concise, and aligned with company policies and tone.

Required Skills & Qualifications:

• Graduate in any discipline (preferred but not mandatory).

• Excellent verbal and written communication skills in English.

• Proficiency in email etiquette and customer handling.

• Escalation handling skills.

• Familiarity with CRM or email ticketing systems is an advantage.

• Basic knowledge of MS Office (Excel, Word, Outlook).