A Naukri Group company
Login చేయండిHire Local Staff
A Naukri Group companyLogin చేయండిHire Local Staff
25,000 - 50,000 /నెల
Foiwe Info Global Solutions Private Limited
సిల్క్ బోర్డ్, బెంగళూరు
కస్టమర్ మద్దతు / టెలికాలర్ లో 1 - 6+ ఏళ్లు అనుభవం
ఫుల్ టైమ్
A Senior Email Support Executive is a customer support professional who handles user queries primarily through email, but at a more advanced level than entry or junior roles.
Here’s a clear breakdown of what the role involves:
What they do
Respond to customer queries, complaints, and requests via email
Handle complex or escalated issues that junior agents can’t resolve
Maintain a professional, clear, and empathetic tone in written communication
Follow company policies while also using judgment to resolve unique cases
Coordinate with internal teams (tech, billing, logistics, etc.) for issue resolution
Ensure timely responses and high customer satisfaction
Key responsibilities
Managing high-volume email queues efficiently
Drafting accurate and well-structured responses
Identifying patterns in customer issues and reporting them
Mentoring or guiding junior email support agents
Meeting KPIs like response time, resolution rate, and CSAT
Skills required
Strong written English (grammar, clarity, tone)
Problem-solving and analytical thinking
Patience and customer empathy
Time management and multitasking
Familiarity with CRM tools (like Zendesk, Freshdesk, etc.)
Typical qualifications
Bachelor’s degree (often preferred but not always required)
1–5+ years of experience in customer/email support
Experience in handling escalations or complex cases
