BPO Team leader

Job description:

Apprication Pvt Ltd -Hiring for BPO TECH SUPPORT(Night shift) - Work from office Goregaon(E)

JOB DESCRIPTION FOR BPO TECH -SUPPORT

-Excellent communication in English is mandatory.

-Must have minimum 1 year Experience

-Working on tickets and resolving the issues of clients/customers.

-Testing/replicating the issues raised by clients

-Working on tickets and resolving the issues of clients/customers

-Testing/replicating the issues raised by clients

-Installation of software / Hardware via remote.

-Giving training to the users via remote if required.

-Supporting merchants on software over Phone/Email.

-Giving remote support to clients.

Shift Timings : 11:00pm to 8:00am(Night shift)

connect on Seven three zero four one Double Eight Six Three Six

Job description:

Apprication Pvt Ltd -Hiring for BPO TECH SUPPORT(Night shift) - Work from office Goregaon(E)

JOB DESCRIPTION FOR BPO TECH -SUPPORT

-Excellent communication in English is mandatory.

-Must have minimum 1 year Experience

-Working on tickets and resolving the issues of clients/customers.

-Testing/replicating the issues raised by clients

-Working on tickets and resolving the issues of clients/customers

-Testing/replicating the issues raised by clients

-Installation of software / Hardware via remote.

-Giving training to the users via remote if required.

-Supporting merchants on software over Phone/Email.

-Giving remote support to clients.

Shift Timings : 11:00pm to 8:00am(Night shift)

connect on Seven three zero four one Double Eight Six Three Six

Position Summary

We are seeking highly motivated and customer-oriented professionals for the role of Process Associate for an International Voice and Non-Voice Process. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a passion for delivering a top-tier customer experience.

Key Responsibilities

• Manage customer interactions via phone, email, or chat in a professional and timely manner.
• Resolve customer queries, issues, or complaints with accuracy and empathy.
• Maintain detailed records of customer interactions in the system.
• Collaborate with internal teams for escalations and resolution follow-ups.
• Uphold service quality standards and contribute to continuous improvement.

Qualifications & Requirements

• Education: 12th Pass, Diploma, Graduate, or Postgraduate
• Experience: Freshers and experienced professionals (up to 3 years) are encouraged to apply

Skills:

• Excellent verbal and written communication in English
• Strong interpersonal and problem-solving skills
• Basic computer proficiency (MS Office, typing skills)
• Ability to work in a fast-paced, team-oriented environment
• Willingness to work in rotational shifts (including night shifts)

Perks & Benefits

• Competitive salary with performance-based incentives
• Night shift allowances and cab facility
• One-time complimentary meal during shifts
• Opportunities for internal growth and role advancement
• Exposure to international client processes and professional development

Position Summary

We are seeking highly motivated and customer-oriented professionals for the role of Customer Support Executive for an International Voice and Non-Voice Process. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a passion for delivering a top-tier customer experience.

Key Responsibilities

• Manage customer interactions via phone, email, or chat in a professional and timely manner.
• Resolve customer queries, issues, or complaints with accuracy and empathy.
• Maintain detailed records of customer interactions in the system.
• Collaborate with internal teams for escalations and resolution follow-ups.
• Uphold service quality standards and contribute to continuous improvement.

Qualifications & Requirements

• Education: 12th Pass, Diploma, Graduate, or Postgraduate
• Experience: Freshers and experienced professionals (up to 3 years) are encouraged to apply

Skills:

• Excellent verbal and written communication in English
• Strong interpersonal and problem-solving skills
• Basic computer proficiency (MS Office, typing skills)
• Ability to work in a fast-paced, team-oriented environment
• Willingness to work in rotational shifts (including night shifts)

Perks & Benefits

• Competitive salary with performance-based incentives
• Night shift allowances and cab facility
• One-time complimentary meal during shifts
• Opportunities for internal growth and role advancement
• Exposure to international client processes and professional development

Job Summary

We are looking for an experienced Chat Support Lead to manage our chat and customer support team. You will lead the team, train new members, check the quality of their replies, handle difficult customer cases yourself, and share customer insights with management to help improve the app.

Key Responsibilities

Team Leadership

·       Lead, guide, motivate, and manage a team of chat and customer support executives.

·       Conduct daily team huddles to communicate updates, priorities, and targets.

·       Conduct regular one-on-one discussions to review performance and provide feedback.

·       Manage team attendance, leave approvals, schedules, and discipline.

·       Build a positive, collaborative, and customer-focused team culture.

Shift Planning & Support Operations

·       Prepare weekly shift rosters to ensure continuous coverage across chat, calls, and email support.

·       Plan extra coverage during peak periods, including festival seasons, promotional campaigns, and significant gold price movements.

·       Monitor live support queues and reallocate team members based on workload and business requirements.

·       Ensure service levels and response-time targets are consistently achieved.

Training & Coaching

·       Train new employees on Aura Gold products, systems, tools, processes, and customer service standards.

·       Conduct refresher training on new features, offers, policies, and process updates.

·       Coach team members on empathy, professional communication, clear writing, and handling difficult customers.

·       Ensure responses are personalised, relevant, and customer-focused rather than repetitive or copy-paste responses.

·       Identify skill gaps and implement appropriate coaching and training plans.

Quality Assurance

·       Conduct regular quality reviews of customer chats, calls, and emails.

·       Evaluate interactions based on accuracy, communication, empathy, compliance, and resolution quality.

·       Provide timely feedback and track individual improvement.

·       Maintain and regularly update response templates, FAQs, knowledge bases, and SOPs.

·       Identify recurring quality issues and recommend corrective actions.

Escalation Management

• Personally manage and resolve critical or sensitive customer issues, including:

·       Money debited but gold not credited.

·       Failed or pending payments and refunds.

·       Autopay-related issues.

·       Delayed sell or withdrawal payouts.

·       KYC rejections and account-related issues.

·       Delayed or missing gold deliveries.

·       Highly dissatisfied or escalated customers.

• Coordinate with relevant teams to ensure timely resolution of escalated cases.

• Escalate issues to senior management, technology, payments, product, operations, or legal teams wherever required.

• Immediately flag suspected fraudulent or suspicious transactions to the Risk team.

Cross-Functional Coordination

·       Work closely with Payments, Technology, Product, Vault, Delivery, Risk, and other relevant teams to resolve customer issues.

·       Report application bugs, system issues, and recurring customer pain points to the Product and Technology teams.

·       Share customer insights and operational feedback to support product and process improvements.

Customer Feedback and Reporting

·       Monitor customer reviews on the Google Play Store and Apple App Store and ensure timely responses.

·       Conduct customer surveys and gather feedback to understand customer experience and satisfaction.

·       Prepare and share daily summaries and weekly reports covering team performance, customer issues, escalations, and key trends.

·       Identify recurring customer concerns and recommend process improvements.

Key Performance Indicators (KPIs)

• First Response Time
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Escalation Resolution
• Quality Audit Score:
• Achievement of team productivity, service-level, and customer experience targets.

Key Skills:

·       Strong team leadership and people-management skills.

·       Strong customer-handling and conflict-resolution abilities.

·       Ability to manage escalations and high-pressure situations.

·       Good analytical and problem-solving skills.

·       Strong organisational and time-management skills.

·       Customer-first mindset with strong attention to detail.

·       Ability to work in a fast-paced, technology-driven environment.

·       Familiarity with CRM, ticketing, chat-support, and customer service tools like Freshdesk, Zendesk, Intercom, or similar is an added advantage.

·       Excellent verbal and written communication.

·       Good understanding of UPI, autopay, payment gateways, and KYC

·       Comfortable with Excel or Google Sheets for reporting

·       Experience in fintech, banking, or digital payments is a strong plus

What We Offer:

·       Competitive salary with monthly performance incentives

·       Paid leave and holidays

·       Full training on products and tools

·       Clear growth path to Support Manager or Head of Customer Experience

·       A chance to build and shape the support team at a fast-growing fintech company

Job Title: Telecaller (1+ Years' Experience)

Job Summary: We are looking for a proactive and result-oriented Telecaller with at least 1 year of experience to handle outbound and inbound calls, generate leads, and maintain strong customer relationships.

Key Responsibilities:

• Make outbound calls to potential and existing customers to inform them about products/services.
• Handle inbound inquiries and provide accurate information.
• Generate and qualify leads and schedule follow-ups.
• Maintain a database of customer interactions and update CRM systems regularly.
• Achieve daily/weekly/monthly calling and conversion targets.
• Address customer queries and resolve concerns professionally.
• Coordinate with internal teams for smooth customer handling.

Requirements:

• Minimum 1+ years of experience as a Telecaller or in a similar role.
• Excellent communication in English.
• Ability to handle rejection and remain motivated.
• Basic knowledge of MS Excel/CRM tools.
• Strong convincing and negotiation skills.

Title: Team Lead

Positions: 1

Experience: 1+ Edtech Team Handling experience

Fixed CTC- Up to 11 LPA

Incentives- Up to 4 LPA

What we are looking for

• Mandatory: Prior team-handling experience in EdTech sales
• Fluency in Bengali is mandatory
•  Strong experience in managing and mentoring sales/admission counsellors
• Excellent communication and interpersonal skills
• Strong understanding of the EdTech sales/admission funnel
• Ability to drive team performance and achieve revenue targets
• Strong coaching, objection-handling and problem-solving skills
• Data-driven approach with good knowledge of sales metrics/KPIs
• Stable career history and strong people-management skills

Roles & Responsibilities

• Lead, manage and motivate a team of Academic/Admission Counsellors.
• Drive daily, weekly and monthly team sales targets.
• Monitor individual and team performance through key sales metrics.
• Conduct regular coaching, feedback and performance reviews.
• Support counsellors in handling difficult leads and objections.
• Track funnel movement, conversions and revenue performance.
• Ensure process adherence and maintain a high-quality sales pipeline.
• Coordinate with internal teams to improve overall business performance.

Apply now to grow your career in a fast-growing EdTech industry. 

JOB DESCRIPTION – PROCESS COORDINATOR

JOB OVERVIEW:

We are looking for an active, smart, proactive, and client-focused Process Coordinator who can effectively manage core operations, coordinate with internal teams and clients, identify opportunities for process improvement, and contribute to business growth through smart cross-selling and solution-selling approaches.

The ideal candidate should have strong communication and coordination skills, take ownership of tasks, be proactive during meetings, and have the ability to manage multiple responsibilities efficiently.

Key Responsibilities:

• Manage and coordinate day-to-day core operational processes to ensure smooth and timely execution.
• Act as a key point of contact for clients, maintaining professional communication and ensuring their requirements are properly understood and addressed.
• Coordinate with internal teams to ensure tasks, deliverables, and client requirements are assigned and completed within timelines.
• Proactively participate in client and internal meetings, contribute ideas, ask relevant questions, and ensure important action points are captured.
• Prepare and circulate Minutes of Meeting (MOM) with clear discussion points, decisions, responsibilities, and deadlines.
• Assign tasks to respective team members and follow up regularly to ensure timely completion.
• Prepare and maintain daily, weekly, and monthly reports related to operations, tasks, client requirements, and team performance.
• Monitor ongoing processes and identify gaps, bottlenecks, and areas for improvement.
• Contribute proactively to process optimization and improvement initiatives to increase efficiency and productivity.
• Maintain accurate and updated CRM records, including client interactions, follow-ups, requirements, tasks, and status updates.
• Understand client requirements and proactively suggest relevant services, solutions, or value-added offerings wherever applicable.
• Identify opportunities for smart cross-selling and solution selling without compromising client relationships.
• Maintain regular follow-ups with clients and internal teams to ensure smooth project/process execution.
• Escalate issues, delays, or operational challenges to the concerned stakeholders in a timely manner.
• Ensure proper documentation and tracking of processes, tasks, meetings, and client communications.

Requirements& Qualifications:

.

• :Excellent verbal and written communication skills.
• Strong client handling and relationship management skills.
• Highly proactive, energetic, and solution-oriented approach.
• Strong coordination, task management, and follow-up skills.
• Ability to confidently participate and contribute in meetings.
• Good understanding of CRM processes and customer lifecycle management.
• Strong analytical and problem-solving abilities.
• Ability to identify opportunities for cross-selling and solution selling.
• Proficiency in MS Excel/Google Sheets, MS Office/Google Workspace, and CRM tools..
• Strong ownership, accountability, and attention to detail.

We are looking for Receptionist/ Customer care cum Business Development Executive for our E commerce business. This is remote job which can be done from home.