Email Support Executive – Job Description

Role Summary:
Responsible for providing prompt, accurate, and qualified customer support through email while ensuring a high level of customer satisfaction. Handles customer queries, resolves complaints, and maintains quality standards in accordance with company policies and SLAs.

Key Responsibilities:

- Respond to customer inquiries via email within defined turnaround times (TAT).
- Resolve customer issues related to products, services, accounts, and transactions.
- Investigate customer concerns and provide appropriate resolutions.
- Maintain high standards of email quality, grammar, and professionalism.
- Accurately document customer interactions in CRM or ticketing systems.
- Escalate complex cases to the relevant teams when required.
- Meet daily productivity, quality, CSAT, and SLA targets.
- Collaborate with internal departments to ensure timely issue resolution.
- Follow company policies,



compliance guidelines, and data security standards.

Required Skills:

- Excellent written communication and English grammar.
- Strong analytical and problem-solving skills.
- Customer-centric approach with empathy and professionalism.
- Ability to manage multiple email cases efficiently.
- Good typing speed and attention to detail.
- Knowledge of CRM tools and Microsoft Office is an advantage.

Key Performance Indicators (KPIs):

- Email Quality Score
- Average Response Time (ART)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- SLA Adherence
- Productivity and Accuracy

Pay: ₹18,000.00 - ₹24,000.00 per month

Benefits:

- Health insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Email Support Executive (Gurugram)
🏢 SGN Consultancy
📍 Gurugram