Hiring Email Support Executive

Key Responsibilities

• Handle incoming customer emails and respond with accurate, helpful, and timely information
• Understand customer concerns, identify issues, and provide appropriate resolutions
• Escalate unresolved queries to relevant internal teams when necessary
• Maintain and update customer interaction records accurately in the system
• Ensure adherence to SLAs and quality standards in every interaction
• Work closely with cross-functional teams such as technical support, product, and operations for query resolution
• Identify recurring customer issues and suggest process or product improvements
• Assist in creating and updating support documentation and FAQs

Required Qualifications and Skills

• Bachelor's degree in any discipline
• 1 to 6 years of experience in email or chat-based customer support roles
• Excellent written communication skills in English
• Strong attention to detail and ability to manage multiple tasks
• Proficient in using customer support tools and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce, etc.)
• Ability to work independently and in a team environment
• Flexibility to work in shifts, including weekends if required

Preferred Skills

• Prior experience in e-commerce, fintech, SaaS, or service-based industries
• Familiarity with CRM systems and email management tools
• Basic understanding of customer service metrics like CSAT, FCR, TAT