Email Process

Key Responsibilities:

1. Customer Query Handling:

• Respond to customer queries and complaints through email promptly and professionally.
• Provide accurate and complete information about products, services, and processes.
• Resolve issues within the defined turnaround time (TAT) to ensure customer satisfaction.

2.Escalation Management:

• Identify complex or unresolved issues and escalate them to higher-level teams for resolution.
• Track escalations and ensure timely follow-up for closure.

3.Accurate Documentation:

• Log all customer interactions, complaints, and resolutions accurately in the system or CRM tool.
• Maintain clear and detailed communication records for future reference.

4.Product and Process Knowledge:

• Develop in-depth knowledge of the company’s products, services, and procedures.
• Stay updated on any process changes, company policies, and new offerings.

5.Performance Metrics:

• Meet or exceed performance metrics, including email response time, resolution time, customer satisfaction (CSAT), and quality scores.
• Handle a defined volume of email interactions daily while maintaining accuracy and quality.

6.Continuous Improvement:

• Identify recurring issues or patterns in customer queries and share feedback with the team for process improvement.
• Participate in regular training sessions to enhance email handling and customer service skills.

7.Skills Required:

• Excellent written communication skills with strong grammar and attention to detail.
• Ability to write clear, concise, and professional emails.
• Good problem-solving and analytical skills.
• Familiarity with CRM tools or email management systems.
• Basic knowledge of MS Office tools (e.g., Word, Excel).