Community Engagement Assistant

Role Overview: As an Email Support Executive / Email Process Associate at our company, you will be responsible for responding to inbound customer emails, providing accurate solutions, and ensuring high customer satisfaction. Your role will involve maintaining professionalism, clarity, and empathy in written communications while adhering to internal policies, quality standards, and SLAs. You will play a crucial part in resolving customer issues efficiently by coordinating with internal teams and meeting individual performance metrics. Key Responsibilities: - Respond to inbound customer emails regarding queries, complaints, and service requests. - Deliver accurate, prompt, and effective solutions to ensure high customer satisfaction. - Log all customer interactions accurately in internal systems (CRM or ticketing tools). - Coordinate with internal teams to resolve customer issues efficiently. - Maintain professionalism, empathy, and clarity in all written communication. - Adhere to internal policies, quality standards, and SLAs. - Follow up on pending issues within agreed timelines. - Meet individual performance metrics such as email TAT, quality, and satisfaction scores. Qualification Required: - 6 months to 2 years of experience in email support or customer service roles. - Excellent written English communication skills. - Strong typing speed with attention to detail. - Familiarity with email platforms (e.g., Outlook, Gmail) and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce). - Basic knowledge of MS Office (Word & Excel). - Problem-solving mindset with strong analytical skills. - Ability to handle multiple tasks and prioritize efficiently. - Customer-centric attitude and a commitment to delivering quality support. (Note: Any additional details of the company mentioned in the job description have been omitted in this summary),