Email Response Agent

About the Role

We are looking for Email Response Agents to manage customer correspondence for our clients. You will draft clear, professional replies to customer inquiries, complaints, and requests. This role is ideal for strong writers who can maintain brand voice while resolving issues efficiently.

Key Responsibilities

• Read, categorize, and respond to incoming customer emails within SLA timeframes
• Maintain a professional and consistent brand voice across all correspondence
• Research and resolve customer issues using available knowledge bases and resources
• Identify urgent or high-priority emails and flag them for immediate attention
• Track and update customer cases in the CRM system with detailed notes
• Contribute to email template libraries and suggest improvements

Who You Are

• Exceptional written English with strong grammar and spelling
• Ability to convey empathy and professionalism through written communication
• Highly organised with the ability to manage high email volumes
• Familiarity with email management platforms and CRM systems
• Patient and detail-oriented approach to problem-solving
• 0-2 years of email support or administrative experience

What We Offer