| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Entry level |
| Reports to | Customer Support Team Leader |
| Direct reports | None |
| Experience | Fresher or up to 2 years in email or customer support |
Email Support Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Email Support Executive
Department: Customer Support
Reports to: Customer Support Team Leader
Location: [City], [office, branch or site]
About the role
An Email Support Executive answers customer queries and requests over email. They read each email carefully, write clear and complete replies, resolve or route the request, and keep within response-time targets. Written accuracy and tone matter, since the reply is a record. A good Email Support Executive writes clear, correct and complete replies that resolve the query in as few exchanges as possible, keeps within response times, follows the process and compliance rules, and logs each email accurately for the record.
Key responsibilities
- Read each customer email carefully and understand the full query or request.
- Write clear, complete and correct replies that resolve the query in few exchanges.
- Resolve requests over email or route them to the right team.
- Keep first-response and resolution times within the email targets.
- Maintain a professional, friendly written tone on every email.
- Follow the process, templates and compliance rules for email replies.
- Log each email and its disposition accurately in the system.
- Use the knowledge base and keep product knowledge current.
- Escalate complex email cases correctly with full context for the next team.
- Flag recurring email issues to the team leader for fixes.
Requirements
- Class 12 pass or a graduate
- Strong written English
- Good typing and computer skills
- Fresher or up to 2 years in email or customer support
KRAs and KPIs for a Email Support Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Email quality | Quality scores on audited emails above the target |
| Response time | First-response and resolution times within the email targets |
| Resolution | Queries resolved in as few email exchanges as possible |
| Productivity | Emails handled per shift at or above the standard |
| Accuracy | Email dispositions and records logged accurately |
Skills and tools
Tools used day to day: Email and ticketing platform, CRM, Knowledge base, Template library, MS Office basics.
Reporting line and career path
Next roles: Senior Customer Support Executive, Customer Support Team Leader, Quality Analyst
Interview questions for a Email Support Executive
- How do you write an email reply that resolves the query in one exchange?
- How do you keep a professional yet friendly tone in writing?
- How do you handle an email where the request is unclear?
- How do you keep response times low on a busy email queue?
- How do you escalate an email case with full context?
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What does an Email Support Executive do?
An Email Support Executive answers customer queries and requests over email. They read each email carefully, write clear and complete replies, resolve or route the request, and keep within response-time targets. They maintain a professional tone, follow templates and compliance rules, log each email accurately, and escalate complex cases with full context.
What skills does an Email Support Executive need?
An Email Support Executive needs strong written English, good reading comprehension, and the ability to write clear, complete replies that resolve a query in few exchanges. Accurate typing, product and process knowledge, and attention to detail matter, since the email is a record. A calm, professional tone helps on difficult cases.
What is the difference between email support and chat support?
Email support handles queries one message at a time, usually with more time to research and write a complete reply. Chat support is live and often means handling several conversations at once with quick, short responses. Email rewards thorough writing; chat rewards speed and multi-tasking. Both need strong written communication.