Email Support Executive

Job Description – Senior Email Support Executive

Job Title - Senior Email Support Executive

Department - Customer Support / Operations

Employment Type - Full-Time

Job Summary

We are looking for a Senior Email Support Executive to manage and resolve customer

queries through email communication. The role requires strong written communication

skills, problem-solving ability, and experience in handling escalations while maintaining

high service quality and SLA adherence.

Key Responsibilities

• Handle and resolve customer queries through email communication

• Manage escalated and complex customer issues effectively

• Ensure SLA, quality, and productivity targets are consistently met

• Coordinate with internal teams for timely issue resolution

• Maintain accurate documentation in CRM/ticketing systems

• Review recurring issues and suggest process improvements

• Support and guide junior team members when required

Required Skills & Competencies

• Excellent written communication skills in English (mandatory)

• Strong analytical and problem-solving abilities

• Good knowledge of email etiquette and customer handling

• Ability to manage high-volume email queues efficiently

• Familiarity with CRM/ticketing tools

• Attention to detail and accuracy

Qualifications

• Any Graduate (preferred)

• Relevant certification in customer support is an added advantage

Experience

• 2–5 years of experience in Email/Non-Voice Customer Support

• Prior experience handling escalations or mentoring team members is preferred

Work Environment

Day shift

6 working days/week