Quikr
Website:
quikr.com
Job details:
Job Overview:
We are looking for a detail-oriented and customer-focused Email Support Associate to manage customer queries, provide timely resolutions, and ensure a high-quality support experience through email communication channels. The ideal candidate should possess strong written communication skills, problem-solving abilities, and prior experience in handling customer support operations in a fast-paced environment.
Key Responsibilities:
- Respond to customer queries and concerns via email in a professional and timely manner.
- Handle customer complaints, escalations, refunds, and service requests efficiently.
- Maintain high customer satisfaction through accurate issue resolution and follow-up.
- Coordinate with internal departments to resolve customer issues effectively.
- Ensure adherence to SLAs, response timelines, and quality standards.
- Document customer interactions and maintain accurate records in CRM/ticketing systems.
- Identify recurring customer issues and provide feedback for process improvement.
- Support customers with product, account, billing, or technical-related queries.
- Manage multiple email queues while maintaining response quality and productivity.
Requirements:
- 2–3 years of experience in Email Support, Customer Support, or Customer Service roles.
- Excellent written and verbal English communication skills.
- Strong typing and email drafting abilities.
- Experience using CRM or ticketing tools such as Zendesk, Freshdesk, Salesforce, or similar platforms.
- Ability to multitask and work under pressure in a fast-paced environment.
- Strong problem-solving and interpersonal skills.
- Customer-centric mindset with attention to detail.
Preferred Qualifications:
- Graduate in any discipline.
- Experience in BPO, SaaS, E-commerce, FinTech, or IT support environments is preferred.
- Familiarity with escalation handling and SLA management.
- Flexible to work in rotational shifts if required.
Key Skills:
- Email Support
- Customer Service
- Ticket Management
- CRM Tools
- Complaint Resolution
- SLA Management
- Written Communication
- Client Support
- Escalation Handling
Click on Apply to know more.