OP1 Community engagement

Job Title: Email Support Executive / Email Process Associate

Key Responsibilities:

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  Respond to inbound customer emails regarding queries, complaints, and service requests.

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  Deliver accurate, prompt, and effective solutions to ensure high customer satisfaction.

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  Log all customer interactions accurately in internal systems (CRM or ticketing tools).

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  Coordinate with internal teams to resolve customer issues efficiently.

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  Maintain professionalism, empathy, and clarity in all written communication.

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  Adhere to internal policies, quality standards, and SLAs.

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  Follow up on pending issues within agreed timelines.

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  Meet individual performance metrics such as email TAT, quality, and satisfaction scores.

Required Skills & Qualifications:

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  6 months to 2 years of experience in email support or customer service roles.

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  Excellent written English communication skills.

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  Strong typing speed with attention to detail.

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  Familiarity with email platforms (e.g., Outlook, Gmail) and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).

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  Basic knowledge of MS Office (Word & Excel).

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  Problem-solving mindset with strong analytical skills.

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  Ability to handle multiple tasks and prioritize efficiently.

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  Customer-centric attitude and a commitment to delivering quality support.