Senior Executive Customer Service – Emails Process

JOB DESCRIPTION: Senior Executive Customer Service – Emails Process Detail-oriented and customer-focused Customer Service Executive to manage and respond to customer queries through email communication. The role requires delivering timely, accurate, and high-quality responses while ensuring adherence to service standards, SLA/TAT, and customer satisfaction metrics such as NPS. Key Responsibilities: • Respond to customer queries and concerns via email in a professional and timely manner • Ensure all responses are clear, accurate, and aligned with company policies and processes • Maintain agreed Service Level Agreements (SLA) and Turnaround Time (TAT) for all customer interactions • Deliver high-quality customer experience to drive and maintain strong Net Promoter Score (NPS) performance • Handle customer complaints and escalations effectively with appropriate resolution • Maintain proper documentation of customer interactions and follow-up actions • Identify recurring issues and share feedback with internal teams for process improvements • Adhere to compliance, quality, and audit guidelines in all communications Skills & Competencies: • Excellent written communication skills with strong grammar and attention to detail • Strong problem-solving and analytical abilities • Ability to handle high email volumes efficiently • Customer-centric mindset with a focus on quality and satisfaction • Familiarity with customer experience metrics like NPS • Ability to multitask and manage priorities in a fast-paced environment • Have a collaborative working spirit and can work seamlessly cross teams and functions to resolve sticky situations

Preferred Qualifications: • Graduate in any discipline • Prior experience in customer service/email support is preferred • Insurance industry background is an added advantage • Experience working with CRM tools and email management systems

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 3 years of experience.