OP1 Community engagement

Job Title: Email Support Executive / Email Process Associate

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.
  

Required Skills & Qualifications:

• 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.