Email Support Executive

Job Title: Email & Chat AssociateJob SummaryWe are seeking a customer-focused Email & Chat Associate to provide prompt, professional, and accurate support to customers through email and live chat channels. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience while maintaining quality and productivity standards.

• Key ResponsibilitiesRespond to customer inquiries via email and chat in a timely and professional manner.
• Resolve customer concerns related to products, services, orders, payments, and account issues.
• Provide accurate information and guidance based on company policies and procedures.
• Document customer interactions and update records in CRM systems.
• Escalate complex issues to the appropriate department when necessary.
• Meet service level agreements (SLAs), quality standards, and productivity targets.
• Identify recurring customer issues and provide feedback for process improvement.
• Maintain confidentiality and data security while handling customer information.
• Deliver exceptional customer service and ensure high customer satisfaction.
• Required QualificationsBachelor's degree or equivalent qualification.
• Excellent written communication and grammar skills.
• Strong customer service orientation.
• Basic computer proficiency and typing skills.
• Ability to multitask and manage multiple customer conversations.
• Problem-solving and analytical skills.
• Willingness to work in shifts, including weekends and holidays if required.
• Preferred QualificationsPrior experience in customer support, email support, chat support, or BPO/customer service.
• Familiarity with CRM tools and ticketing systems.
• Experience handling international customers.
• Key SkillsWritten Communication
• Customer Service
• Email Support
• Chat Support
• Problem Resolution
• Time Management
• Attention to Detail
• CRM Tools
• MS Office/Google Workspace
• Performance MetricsCustomer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Quality Score
• Productivity and SLA Adherence