Email Support Executive

Email Support Executive is a non\-voice customer service professional responsible for managing and resolving customer inquiries, complaints, and technical issues primarily through email communication. **Core Roles \& Responsibilities**

• **Inquiry Management:** Responding to customer questions regarding products, services, or orders in a professional and timely manner.
• **Issue Resolution:** Troubleshooting problems by clarifying complaints, determining the cause, and offering step\-by\-step solutions.
• **Escalation Handling:** Forwarding complex or unresolved technical issues to the appropriate internal teams (e.g., technical, product, or logistics).
• **Documentation:** Maintaining accurate logs of all customer interactions and transactions within a **Customer Relationship Management (CRM)** system like Salesforce or Zendesk.
• **Performance Metrics:** Consistently meeting **Service Level Agreements (SLAs)**, including response time, resolution accuracy, and customer satisfaction (CSAT) scores.