Customer Support Specialist
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Job Description
Email Support Executive Company: Provilac – P9 Farms Pvt. Ltd.
Location:
Pune
Experience:
3+ Years Employment Type: Full-Time About Provilac At Provilac, we are all about *The Good Stuff*. We are a leading organic milk supplier delivering farm-fresh milk to customers across multiple cities. We believe great customer service is essential to building lasting customer relationships and ensuring customer satisfaction.
About the Role
We are looking for an experienced and detail-oriented Email Support Executive to manage customer queries and complaints through email. The ideal candidate should have excellent written communication skills, strong email drafting abilities and the capability to independently handle complex customer concerns while ensuring timely and effective resolutions.
Key Responsibilities
- Handle customer queries, complaints and concerns received through email.
- Draft clear, professional and grammatically accurate email responses.
- Independently manage complex customer issues and escalations.
- Ensure timely resolution of customer queries while adhering to defined service-level agreements (SLAs).
- Follow up on pending cases and ensure proper closure of customer complaints.
- Coordinate with internal departments such as Sales, Logistics and Quality to resolve customer concerns.
- Maintain accurate records of customer interactions, complaints and resolutions in the CRM.
- Identify recurring customer issues and highlight areas for service improvement.
- Prepare and maintain reports related to customer queries, complaints and resolution status.
- Ensure a consistent, professional and customer-focused communication experience. Required Skills & Competencies
- Excellent written English with strong grammar, vocabulary and sentence construction.
- Proficiency in professional email drafting, proofreading and written communication.
- Strong customer-handling and complaint-resolution abilities.
- Experience in managing escalated customer queries and sensitive interactions.
- Excellent problem-solving and analytical skills.
- Ability to manage multiple queries and prioritise tasks effectively.
- Proficiency in CRM tools, MS Excel and customer support platforms.
- Strong coordination, follow-up and time-management skills.
- High attention to detail and a customer-first approach. Qualifications & Experience
- Graduate in any discipline; Business Administration or Commerce preferred.
- Minimum 3+ years of relevant experience in Email Support, Customer Service or Non-Voice Customer Support.
- Prior experience in complaint management and escalation handling is preferred.
- Experience in FMCG, e-commerce, food delivery or dairy industries will be an added advantage.
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