Customer Support Executive – Email Process

Jai Finance; Khardaha; On-site; INR 300,000 - 420,000; Full time

Job summary

Jai Finance is seeking a Customer Support Executive – Email Process to deliver timely and accurate email support to customers. The role focuses on diagnosing inquiries, resolving issues, and maintaining high-quality, empathetic correspondence.

You will log tickets in Zendesk/Salesforce/Freshdesk, reference knowledge bases, and contribute to CSAT improvements. Ideal candidates have a Bachelor’s degree (preferred) and 6 months to 2 years of experience in email support or customer service, with

Qualifications

• Bachelor’s degree preferred.
• 6 months to 2 years of email support or customer service experience.
• Excellent written English proficiency and grammar accuracy.

Responsibilities

• Deliver timely, professional email support to customers.
• Diagnose and resolve inquiries, billing questions, and basic technical issues via email.
• Draft clear, empathetic responses with high grammar quality.
• Meet SLA targets for email response and resolution times.
• Maintain a high CSAT by providing personalized resolution.
• Log and track tickets using CRM tools (Zendesk/Salesforce/Freshdesk).
• Refer to knowledge bases to ensure accurate information delivery.
• Provide feedback on recurring issues to product and QA teams.

Skills

English proficiency

Typing accuracy

Attention to detail

Education

Bachelor’s degree preferred

Tools

Zendesk

Salesforce

Freshdesk

Job description

• Customer Support Executive – Email Process

Customer Support Executive – Email Process

Minimum 1 Year MG Road 6 days a week

Key Responsibilities

• Role Overview: Deliver timely, professional, and accurate support to customers exclusively via email channels.
• Issue Resolution: Diagnose and resolve customer inquiries, account issues, billing questions, and technical troubleshooting efficiently.
• Response Quality: Draft clear, well-structured, and empathetic responses while maintaining high standards of grammar and communication.
• SLA Management: Ensure all ticket response and resolution times meet strict Service Level Agreements (SLAs).
• Customer Centricity: Maintain a high Customer Satisfaction (CSAT) score by providing helpful and personalized resolutions.
• Ticket Handling: Utilize CRM tools (e.g., Zendesk, Salesforce, Freshdesk) to log, track, tag, and escal...
• Knowledge Base: Refer to internal knowledge bases and product documentation to ensure accurate information delivery.
• Feedback Loop: Identify recurring customer issues and patterns to share actionable feedback with product and quality teams.
• Role Requirements: Excellent written English proficiency, attention to detail, and strong typing accuracy are required.
• Qualifications: Bachelor's degree preferred, with 6 months to 2 years of experience in email support, back-office, or customer service.