Email Support Executive

Vrinda International; Gurugram District; On-site; INR 260,000 - 320,000; Full time

Job summary

Vrinda International is seeking an Email Support Executive to join the customer support team. You will be the primary contact for client inquiries via email, ensure timely, professional, and empathetic written responses, and manage a high volume of tickets while maintaining quality records.

You will diagnose issues, provide step-by-step solutions, coordinate with cross-functional teams, and uphold service standards with attention to detail and strong organizational skills.

Qualifications

• Strong written communication skills, clear and concise emails.
• Proficiency with email management tools and basic computer applications.
• Ability to work independently with strong attention to detail and organization.
• Demonstrated problem-solving mindset and customer focus.
• Availability to work during standard business hours.

Responsibilities

• Respond to customer inquiries and support requests via email in a timely, accurate, and professional manner.
• Diagnose and resolve technical or service-related issues by analyzing customer details and providing step-by-step solutions.
• Maintain detailed and organized records of all interactions, resolutions, and follow-up actions within the support database.
• Collaborate with cross-functional teams to address recurring issues and contribute to knowledge base improvements.
• Adhere to SLAs to ensure all tickets are addressed within required timeframes.
• Monitor inboxes to prioritize urgent matters and ensure no request goes unanswered.

Skills

Written communication

Email management

Attention to detail

Independence

Problem solving

Time management

Tools

Email management tools

Job description

Welcome to Vrinda International's Talent Portal

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Job Description

Email Support Executive

Summary

We are seeking a dedicated Email Support Executive to join our customer support team, serving as the primary point of contact for client inquiries via digital correspondence. This role is vital for maintaining high levels of customer satisfaction and ensuring prompt resolution of issues through clear, professional, and empathetic written communication. The successful candidate will manage a high volume of incoming tickets, troubleshoot common problems, and elevate complex matters when necessary, all while upholding the company's commitment to service excellence.

Responsibilities

• Respond to customer inquiries and support requests via email in a timely, accurate, and professional manner.
  
• Diagnose and resolve technical or service-related issues by analyzing customer details and providing step-by-step solutions.
  
• Maintain detailed and organized records of all interactions, resolutions, and follow-up actions within the support database.
  
• Collaborate with cross-functional teams to address recurring issues and contribute to the improvement of knowledge base articles.
  
• Adhere to established service level agreements (SLAs) to ensure all tickets are addressed within the required timeframe.
  
• Monitor incoming mailboxes to prioritize urgent matters and ensure no customer request goes unanswered.
  

Requirements

• Minimum of 0.6 years of experience in a customer support or administrative role.
  
• Strong written communication skills with the ability to convey complex information clearly and concisely.
  
• Proficiency in email management tools and basic computer applications.
  
• Ability to work independently with a high degree of attention to detail and organizational skills.
  
• Demonstrated problem-solving abilities and a customer-centric mindset.
  
• Availability to work during standard business hours as required by the team schedule.