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Email Support Executive

Shadowfax Technologies

0 - 31 years

2 Lacs

HSR Layout, Bengaluru/Bangalore Region

Posted:3 days ago| Platform: Apna logo

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Skills Required

support resolve analyze communication escalation reports excel management service logistics pivot formatting macros crm freshdesk zendesk reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities: Monitor and respond to client email escalations within defined SLAs. Coordinate with internal teams (Operations, Tech, Customer Support, etc.) to investigate and resolve client issues. Analyze root causes for repeated escalations and suggest corrective/preventive actions. Maintain detailed and accurate logs of client communication and issue resolution status. Prepare daily/weekly escalation reports and performance dashboards using Excel. Ensure prompt ticket closure with client acknowledgment and satisfaction. Escalate critical and unresolved issues to senior management as required. Contribute to process improvements and service quality initiatives across the client support function. Requirements:Education: Graduate in any discipline (preferably in Business, Operations, or Communications). Experience: 1–3 years in a client-facing role, preferably in logistics, supply chain, or e-commerce. Skills: Excellent written and verbal communication skills. Strong problem-solving and analytical abilities. Ability to work under pressure and manage multiple priorities. Proficiency in Advanced Excel (VLOOKUP, Pivot Tables, Conditional Formatting, Macros, etc.). Familiarity with ticketing/CRM systems (e.g., Freshdesk, Zendesk). Detail-oriented with strong follow-up and reporting discipline.

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Shadowfax Technologies

Logistics and Supply Chain

Bangalore

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Email Support Executive