Email Customer Complaint Resolution Support

My customer inbox receives a steady flow of complaints that must be handled quickly, politely, and in line with our brand tone. The task is straightforward: open each ticket, understand the issue, craft a clear solution, and follow up until the customer confirms satisfaction.

You will log in to our shared email workspace, triage messages, and draft responses that turn frustrated users into loyal advocates. When a case requires information you don’t have, tag the right internal contact and keep the thread moving so no one is left waiting. Every reply should be error-free, empathetic, and sent within our agreed-upon response window.

Deliverables
• Daily monitoring of the support inbox during the assigned hours
• Full resolution of every customer complaint received that day, documented inside the thread
• A short end-of-day summary highlighting trends, escalations, and any process gaps you noticed

Acceptance criteria
• Average first-response time under two hours
• Resolution rate of 95 % or higher without manager intervention
• Zero spelling or grammar errors in outgoing emails

Microsoft Outlook (or any IMAP-compatible client) and basic spreadsheet skills will be useful for tracking metrics, though the heart of the job is communication: clear writing, patience, and sound judgment. If you excel at turning tense situations into positive experiences, this support channel is ready for you to own.