Customer support (voice email process)

Job Description (JD) – Voice Email Process Executive

Position Title: Voice Email Process Executive

Department: Customer Support / Operations

Employment Type: Full-Time

Shift: Morning 9.30 AM to 6.30 PM and 10.30 AM to 7.30 PM

Experience

Scope of Work – Voice Email Process

The Voice Email Process Executive will be responsible for handling customer

queries, complaints, and requests via email. The role focuses on delivering timely,

accurate, and professional responses in line with company policies and service

standards. The candidate will be required to manage a queue of inbound customer

emails, troubleshoot issues, escalate where necessary, and ensure customer

satisfaction.

Key Deliverables:

● Respond to a high volume of customer emails daily.

● Maintain a professional tone and adhere to standard response templates.

● Accurately document customer interactions in the CRM system.

● Collaborate with internal departments for issue resolution.

● Meet or exceed daily response time and quality metrics.

Responsibilities:

● Handle customer service requests via email.

● Follow up on unresolved queries in a timely manner.

● Ensure adherence to response quality and turnaround time SLAs.

● Maintain confidentiality and data integrity at all times.

● Provide feedback to management for process improvement.

Requirements:

● Excellent written communication skills in English.

● Prior experience in email/voice process is preferred.

● Familiarity with CRM software and MS Office.

● High attention to detail and customer-first attitude.