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.
Solid 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

Advantages:
Health insurance
Paid sick time
Paid time off
Provident Fund

Work Location: In person

📌 Email Support Executive Gurugram
🏢 SGN Consultancy
📍 Gurugram