Qualifications:

• Education: High school diploma or equivalent; a bachelor's degree is preferred.
• Experience:
• Minimum of 1year experience in customer service or a similar role in Email support.
• Familiarity with CRM systems (e.g., Zendesk, Salesforce) is a plus.
• Language Skills: Proficiency in English – Read, understand, comprehend & Write.

Key Skills and Competencies:

• Communication Skills: Exceptional written communication skills, with a strong focus on grammar and clarity.
• Customer Focus: Ability to empathize with customers and provide solutions that address their needs.
• Problem-Solving: Analytical thinking to diagnose issues and resolve them effectively.
• Attention to Detail: High accuracy in drafting and reviewing emails.
• Time Management: Ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Technical Skills: Proficiency in email handling tools (e.g., Outlook, Gmail), customer relationship management (CRM) systems, and basic MS Office applications.

Work Environment:

• Full-time position, primarily email-based communication.
• May require flexible working hours to support customers in different time zones.
• Work from Office
• Rotational week off

Key Responsibilities:

1. Email Management:

• Respond promptly to customer emails regarding queries, complaints, or requests.
• Ensure all email interactions are accurate, well-written, and professional.
• Adhere to predefined turnaround times for email responses.

1. Customer Query Resolution:

• Analyze customer issues and provide clear, concise, and effective solutions.
• Escalate complex issues to the appropriate department or team for resolution.
• Follow up on unresolved queries to ensure customer satisfaction.

1. Documentation and Reporting:

• Maintain records of customer interactions, including inquiries, complaints, and resolutions.
• Generate daily/weekly reports on the volume of emails handled and resolution times.

1. Quality and Process Adherence:

• Follow company policies and email communication guidelines.
• Maintain a consistent tone of professionalism and empathy in all email communications.

1. Continuous Improvement:

• Identify recurring issues and suggest improvements to processes or products.
• Participate in team meetings and training sessions to improve skills and knowledge.

Key Performance Indicators (KPIs):

• Average response time to customer emails.
• Customer satisfaction scores (CSAT).
• First response resolution rate (FRR).
• Email quality and compliance with company standards.