Role & responsibilities

Detail-oriented and customer-focused Customer Service Executive to manage and respond to customer queries through email communication. The role requires delivering timely, accurate, and high-quality responses while ensuring adherence to service standards, SLA/TAT, and customer satisfaction metrics such as NPS.

Key Responsibilities:

- Respond to customer queries and concerns via email in a professional and timely manner

- Ensure all responses are explicit, accurate, and aligned with company policies and processes

- Maintain agreed Service Level Agreements (SLA) and Turnaround Time (TAT) for all customer interactions

- Deliver high-quality customer experience to drive and maintain strong Net Promoter Score (NPS) performance

- Handle customer complaints and escalations effectively with appropriate resolution

- Maintain proper documentation of customer interactions and follow-up actions





- Identify recurring issues and share feedback with internal teams for process improvements

- Adhere to compliance, quality, and audit guidelines in all communications

Skills & Competencies:

- Excellent written communication skills with strong grammar and attention to detail

- Strong problem-solving and analytical abilities

- Ability to handle high email volumes efficiently

- Customer-centric mindset with a focus on quality and satisfaction

- Familiarity with customer experience metrics like NPS

- Ability to multitask and manage priorities in a fast-paced environment

- Have a collaborative working spirit and can work seamlessly cross teams and functions to resolve sticky situations

📌 Senior Executive Customer Service Emails (Mumbai)
🏢 IndiaFirst Life
📍 Mumbai