Email Support Executive

Job Description

Roles & Responsibilities
· Respond to UK customer queries in a timely and accurate way, via phone, email or chat

· Write response email in very professional way

· Identify customer needs and help customers use specific features

· Analyze and report product malfunction and technical issue.

· Update our internal databases with information about technical issues and useful discussions with customers

· Monitor customer complaints on Email and reach out to provide assistance

· Share feature requests and effective workarounds with team members

· Inform customers about new features and functionalities

· Follow up with customers to ensure their technical issues are resolved

· Gather customer feedback and share with our Product, Sales and Marketing teams

· To assist UK customers with queries related to their order status, technical resolution, payment details, etc via Emails and deal with multiple customers at the same time.

· Maintaining a positive, empathetic and professional attitude toward customers at all times.

· Acknowledging and resolving customer complaints.

· Keeping records of customer interactions, transactions, comments and complaints.

· Communicating and coordinating with UK colleagues as necessary.

· Knowing our products inside and out so that you can answer questions.

· To manage all daily tasks and duties related to the process with strict compliance to guidelines.

· Help in creating customer surveys, segmentation & getting feedback to improve our processes, products and customer experience

Desired Candidate Profile
· A minimum one year experience in Customer Support Profile required in automation contracting with proficiency in written as well as verbal communication

· Must be Customer centric.

· Extreme dedication, sincerity and willingness to go the extra mile

· Excellent knowledge of basic computer skills.

· Desire to work in a fast-paced, challenging environment.

· Experience with building contracting, home/office automation would be an advantage

· Bachelor’s degree required