Email Support Executive

Job SummaryWe are looking for a customer-focused Customer Support Executive to join our Email Support team. The candidate will be responsible for handling customer queries and complaints through email, ensuring timely and accurate resolutions while maintaining SLA and CSAT targets.

• Key ResponsibilitiesHandle customer queries, requests, and complaints through the email support process.
• Understand customer concerns and provide accurate and complete resolutions.
• Take end-to-end ownership of customer issues until resolution.
• Ensure all customer emails are responded to within the defined SLA.
• Maintain and achieve assigned CSAT targets.
• Follow up with internal teams regarding customer-related issues and ensure timely resolution.
• Coordinate with relevant teams for pending, escalated, or complex customer concerns.
• Provide regular follow-ups until the issue is completely resolved.
• Maintain accurate case notes and update the required systems/tracker.
• Escalate unresolved issues to the appropriate team as per the escalation matrix.
• Ensure professional, empathetic, and clear communication with customers.
• Follow company SOPs, compliance requirements, and quality standards.
• RequirementsMinimum 1 year of relevant experience in the same field is mandatory.BFSI preferred
• Experience in email/chat customer support is preferred.
• Excellent written and verbal communication skills.
• Strong customer-handling and problem-solving skills.
• Ability to manage multiple customer cases and follow up effectively.
• Good understanding of SLA, CSAT, escalation, and customer ownership.
• Ability to coordinate effectively with internal teams.
• Basic knowledge of MS Excel/Google Sheets and email tools.
• Willingness to work 6 days a week, from 9:00 AM to 6:00 PM.