nEmail Support Job Description (JD)outlines the responsibilities, required skills, and qualifications for a role focused on assisting customers primarily through email correspondence. The main objective is to provide prompt, accurate, and professional resolutions to customer inquiries and issues.
Key Responsibilities
- Respond to inquiries:Address customer queries in a timely, accurate, and professional manner via email.
- Resolve issues:Troubleshoot problems, determine the cause, select the best solution, and follow up to ensure complete resolution.
- Maintain records:Document all customer interactions and transactions in a Customer Relationship Management (CRM) system.
- Collaborate internally:Liaise with other departments, such as technical or product teams, to resolve complex or escalated issues.
- Adhere to guidelines:Follow established communication procedures, guidelines, and company policies.
- Meet performance metrics:Consistently achieve daily productivity targets and ensure quality standards (e.g., first contact resolution, response time) are met.
- Gather feedback:Collect customer feedback and share insights with relevant teams (Product, Sales, Marketing) for continuous improvement.
Required Skills & Qualifications
- Education:Typically a high school diploma or equivalent, with some employers preferring a relevant degree.
- Experience:Prior experience in customer service or a BPO (Business Process Outsourcing) environment is often required, ranging from 6 months to 2 years, depending on the role.
- Communication:Excellent written communication skills, with strong attention to detail and the ability to articulate solutions clearly and concisely.
