Email Support Executive

Role Overview: Deliver timely, professional, and accurate support to customers exclusively via email channels. Issue Resolution: Diagnose and resolve customer inquiries, account issues, billing questions, and technical troubleshooting efficiently. Response Quality: Draft clear, well-structured, and empathetic responses while maintaining high standards of grammar and communication. SLA Management: Ensure all ticket response and resolution times meet strict Service Level Agreements (SLAs). Customer Centricity: Maintain a high Customer Satisfaction (CSAT) score by providing helpful and personalized resolutions. Ticket Handling: Utilize CRM tools (e.g., Zendesk, Salesforce, Freshdesk) to log, track, tag, and escalate tickets appropriately. Knowledge Base: Refer to internal knowledge bases and product documentation to ensure accurate information delivery. Feedback Loop: Identify recurring customer issues and patterns to share actionable feedback with product and quality teams. Role Requirements: Excellent written English proficiency, attention to detail, and strong typing accuracy are required. Qualifications: Bachelor’s degree preferred, with 6 months to 2 years of experience in email support, back-office, or customer service.