Email Process Associate Job in Gurgaon at Times Internet Limited

Times Internet is hiring for the role of Email Process Associate!

Responsibilities of the candidate:

• Respond to incoming customer emails in a professional and timely manner.
• Address customer inquiries, complaints, and requests effectively, providing accurate information and appropriate solutions.
• Utilize company knowledge base and resources to provide accurate and consistent information to customers.
• Identify and escalate urgent issues or complex cases to the appropriate teams or supervisors.
• Maintain detailed and accurate records of customer interactions and transactions.
• Follow established email templates and guidelines to ensure consistent and on-brand communication.
• Collaborate with cross-functional teams to resolve customer issues that require input from other departments.
• Keep up-to-date with product knowledge, company policies, and industry trends to provide informed responses.
• Provide excellent customer service by showing empathy, active listening, and understanding of customers' needs.
• Assist in identifying areas for process improvement and contribute to enhancing overall customer support operations.
• Meet individual and team performance metrics, including response time, resolution time, and customer satisfaction targets.

Requirements: 

• Graduation & Above
• Proven experience in a customer service or email support role is an advantage.
• Proficiency in written communication with excellent grammar, spelling, and attention to detail.
• Strong problem-solving skills to assess customer issues and provide appropriate solutions.
• Ability to remain calm and composed when dealing with challenging customer situations.
• Familiarity with customer support software, email platforms.
• Adaptability to changing processes, tools, and technologies.
• Excellent time management skills to handle multiple inquiries simultaneously.
• Team player with good interpersonal skills.
• Basic understanding of the company's products, services, and industry.
• Ability to maintain a positive and customer-centric attitude.