We are seeking a dedicated and detail-oriented Email Support/Operations Executive to join our team. This role involves handling customer inquiries and complaints via email, ensuring a high level of customer satisfaction, and efficiently managing orders and operational tasks. The ideal candidate will have excellent communication and organizational skills, with the ability to multitask and work in a fast-paced environment.
Key Responsibilities:
Email Support:
Respond promptly and professionally to customer inquiries, complaints, and feedback via email.
Resolved customer issues efficiently and escalated complex queries to the appropriate department.
Maintain a courteous and empathetic tone in all customer interactions.
Order Management:
Process and monitor customer orders, ensuring accuracy and timely fulfillment.
Coordinate with relevant teams to address order-related issues such as delays, cancellations, or returns.
Update customers on the status of their orders, including tracking information and resolution of any discrepancies.
Operational Support:
Collaborate with logistics and warehouse teams to ensure smooth order processing and delivery.
Maintain accurate records of transactions, correspondence, and customer interactions.
Identify recurring issues and propose process improvements to enhance operational efficiency.
Customer Satisfaction:
Strive to achieve and maintain a high level of customer satisfaction by providing exceptional service.
Act as the voice of the customer, providing feedback to relevant departments to improve products and services.
Qualifications and Skills:
Bachelor's degree in Business Administration, Communications, or a related field.
Proven experience in email support, customer service, or operations (1-2 years preferred).
Exceptional written communication skills with attention to detail.
Strong organizational and multitasking abilities.
Proficiency in using email management tools, CRM software, and MS Office (Excel, Word, Outlook).
Ability to work independently and collaboratively in a team environment.
Problem-solving mindset with a focus on customer-centric solutions.
Key Competencies:
Patience and empathy when dealing with customers.
A proactive approach to identifying and resolving issues.
Ability to manage time effectively and meet deadlines.
Analytical skills to identify patterns in customer complaints or operational inefficiencies.
Gyan Books is a distinguished publishing company with a rich legacy in the book industry, renowned for its focus on preserving and promoting knowledge. Established in 1984, the company specializes in publishing out-of-print and rare books, ensuring the accessibility of timeless literary works to readers worldwide. With a catalog exceeding 45,000 titles, Gyan Books covers a diverse range of subjects, including history, culture, literature, and more. The company is a pioneer in the field of book restoration and customization, offering high-quality leather-bound editions that cater to collectors and libraries alike.
Exporting Indian publications to over 120 countries, Gyan Books has built a reputation for innovation and quality, continuing its mission of making rare and valuable knowledge accessible to all.
