Community Engagement Officer

Role Overview: As an Email Support Executive / Email Process Associate at our company, you will be responsible for responding to inbound customer emails related to queries, complaints, and service requests. Your main goal will be to provide accurate, prompt, and effective solutions to ensure high customer satisfaction. You will need to maintain professionalism, empathy, and clarity in all written communications, while adhering to internal policies, quality standards, and SLAs. This role will require you to work in rotational shifts, including day and night shifts, to cater to customer needs efficiently. 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: The company, Indium, promotes diversity, equity, and inclusion (DEI) through various initiatives and programs, ensuring an inclusive workplace for all. Joining the company means becoming a part of an environment that values diversity and drives innovation.),