Customer Service Representative - Email Support (Senior Executive/ Assistant Manager)

Job Title

Customer Service Representative - Email Support (Senior Executive / Assistant Manager)

Location

Goregaon / Malad, Mumbai, Maharashtra

Position Type

Full-time

Salary

₹5,00,000 - ₹6,00,000 per year (Annual CTC Budget: Up to ₹6 Lacs)

Job Overview

We are looking for a detail-oriented and customer-focused Senior Executive / Assistant Manager - Customer Service (Email Process) to join our customer support team. In this role, you will manage and resolve customer inquiries via email, ensuring high quality, timeliness, and strict adherence to service standards (SLA/TAT) and customer satisfaction metrics like Net Promoter Score (NPS).

Key Responsibilities

• Respond to customer queries and concerns via email in a clear, professional, and timely manner.
• Ensure all written communication strictly aligns with internal policies and standard operating procedures.
• Maintain agreed Service Level Agreements (SLA) and Turnaround Time (TAT) across all customer interactions.
• Deliver high-quality resolution to support and elevate Net Promoter Score (NPS) performance.
• Handle complex customer complaints and escalations effectively to provide quick and accurate resolution.
• Maintain accurate documentation of customer interactions, tickets, and necessary follow-up actions.
• Identify recurring customer pain points and share actionable feedback with cross-functional teams for process enhancement.
• Adhere strictly to quality, compliance, and audit standards across all email communications.

Requirements & Qualifications

Preferred Experience & Education

• Education: Graduate in any discipline.
• Experience: Prior experience in email customer support or written customer service roles.
• Industry Background: Previous experience in the Life Insurance industry is strongly preferred.
• Joining Notice: Candidates who can join immediately or within 1 month will be prioritized.

Required Skills & Competencies

• Excellent written communication and grammar with high attention to detail.
• Strong problem-solving, decision-making, and analytical abilities.
• Proven ability to manage and resolve high volumes of email inquiries efficiently.
• Proficiency with CRM tools and ticketing/email management systems.
• Familiarity with customer experience metrics such as NPS, CSAT, SLA, and TAT.
• Excellent cross-functional collaboration and multitasking capabilities in a fast-paced environment.

Pay

₹500,000.00 - ₹600,000.00 per year

Work Location

In person