Senior Executive Customer Service Emails

Role & responsibilities

Detail-oriented and customer-focused Customer Service Executive to manage and respond to customer queries through email communication. The role requires delivering timely, accurate, and high-quality responses while ensuring adherence to service standards, SLA/TAT, and customer satisfaction metrics such as NPS.

Key Responsibilities:

Respond to customer queries and concerns via email in a professional and timely manner

Ensure all responses are clear, accurate, and aligned with company policies and processes

Maintain agreed Service Level Agreements (SLA) and Turnaround Time (TAT) for all customer interactions

Deliver high-quality customer experience to drive and maintain strong Net Promoter Score (NPS) performance

Handle customer complaints and escalations effectively with appropriate resolution

Maintain proper documentation of customer interactions and follow-up actions

Identify recurring issues and share feedback with internal teams for process improvements

Adhere to compliance, quality, and audit guidelines in all communications

Skills & Competencies:

Excellent written communication skills with strong grammar and attention to detail

Strong problem-solving and analytical abilities

Ability to handle high email volumes efficiently

Customer-centric mindset with a focus on quality and satisfaction

Familiarity with customer experience metrics like NPS

Ability to multitask and manage priorities in a fast-paced environment

Have a collaborative working spirit and can work seamlessly cross teams and functions to resolve sticky situations