Customer Service Executive

Job Title: Customer Support Executive – Travel/Airline Process (Blended)

We are hiring dynamic and customer-focused professionals for a leading global brand in the Travel and Airline industry. This is an excellent opportunity for candidates with relevant industry experience who are looking to grow their career in a structured and professional environment.

Process Overview:

• Industry Preference: Airline / Travel Industry Background.
• Experience Required: Minimum 6 months in Travel Industry (Mandatory).
• Process Type: Blended (Chat & Voice Support).
• Working Days: 5 Days a Week.
• Transportation: Both-side Cab Facility.
• Communication Level: Excellent English Communication (C1 Level Required).
• Qualification: Graduate / Undergraduate.
• Typing Speed: Minimum 35 WPM with 90% Accuracy.
• Salary: Up to ₹32,000 CTC

Roles & Responsibilities:

• Handle customer queries related to flight bookings, cancellations, rescheduling, refunds, baggage policies, and other travel-related concerns via chat and voice.
• Provide accurate information regarding airline policies, fares, routes, and travel guidelines.
• Resolve customer concerns efficiently while ensuring high customer satisfaction.
• Maintain proper documentation of customer interactions in the system.
• Meet defined KPIs such as quality scores, response time, and customer satisfaction ratings.
• Coordinate with internal teams for escalations and issue resolution.
• Ensure adherence to company policies, compliance standards, and service guidelines.

This role is ideal for professionals who are detail-oriented, customer-centric, and passionate about delivering exceptional service in the travel and aviation sector.

Job Summary

We are looking for a customer-focused Customer Support Executive to handle customer queries and provide timely assistance across chat, calls, and email channels. The candidate will be responsible for resolving customer concerns, providing accurate product and service information, following up on pending issues, and ensuring a smooth and satisfactory customer experience on the Aura Gold platform.

Key Responsibilities

1. Customer Query Handling

• Handle customer queries through live chat, phone calls, emails, and other communication channels.
• Provide accurate information about Aura Gold products, digital gold transactions, purchases, sales, withdrawals, and delivery services.
• Assist customers with account registration, KYC verification, payment processes, and app-related queries.
• Ensure responses are clear, professional, personalised, and customer-friendly.
• Maintain timely responses and follow up with customers to ensure their queries are addressed.

2. Transaction & Payment Support

• Assist customers with payment-related concerns, including failed, pending, or successful transactions.
• Handle queries related to money debited but gold not credited.
• Support customers with Autopay registration, activation, cancellation, and transaction-related issues.
• Follow up on pending refunds, sell transactions, and withdrawal payouts.
• Coordinate with the relevant internal teams to resolve transaction discrepancies.

3. Gold Purchase, Sell & Delivery Support

• Assist customers with queries related to gold purchase, selling, and withdrawal processes.
• Provide updates on gold transaction status and applicable processes.
• Handle customer queries regarding physical gold redemption and delivery status.
• Follow up on delayed, missing, or incorrect gold deliveries.
• Ensure customers receive proper guidance throughout the transaction and delivery process.

4. Customer Issue Resolution & Escalation

• Understand customer concerns and provide appropriate resolutions within the defined timelines.
• Handle dissatisfied customers professionally and maintain a calm, solution-oriented approach.
• Escalate unresolved or critical issues to the Customer Support Lead.
• Coordinate with Payments, Technology, Product, Vault, Delivery, and other relevant teams for issue resolution.
• Immediately report suspicious transactions or suspected fraudulent activities to the concerned team.
• Maintain proper records of customer complaints, escalations, and resolutions.

5. Customer Follow-ups & Engagement

• Conduct regular follow-ups with customers regarding pending queries, transactions, and complaints.
• Make outbound calls to customers wherever required for issue resolution and service updates.
• Follow up with customers for Autopay activation and successful registration.
• Reach out to customers for feedback and assistance based on business requirements.
• Follow up on negative customer reviews and support efforts to improve customer satisfaction.

6. Customer Feedback & Quality

• Maintain a high standard of customer service across all communication channels.
• Follow approved SOPs, communication guidelines, and response templates.
• Avoid repetitive or irrelevant copy-paste responses and ensure personalised communication.
• Collect customer feedback and highlight recurring concerns to the Customer Support Lead.
• Maintain professional communication and ensure customer information is handled confidentially.

7. Documentation & Reporting

• Maintain accurate records of customer interactions, complaints, follow-ups, and resolutions in the CRM or ticketing system.
• Update ticket status and ensure no customer query remains unattended.
• Prepare daily activity reports and share pending issues with the reporting manager.
• Follow the defined shift schedule, attendance requirements, and support processes.

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Number of Customer Queries Resolved
• Query Resolution TAT
• Call & Chat Quality Audit Score
• Autopay Follow-up and Activation
• Customer Review Follow-ups
• Pending Ticket and Escalation Management
• Customer Feedback and Service Quality

Key Skills & Competencies

• Excellent verbal and written communication skills.
• Strong customer-handling and interpersonal skills.
• Ability to understand customer concerns and provide effective solutions.
• Good problem-solving and analytical abilities.
• Patience and empathy while handling difficult or dissatisfied customers.
• Ability to multitask and manage multiple customer queries simultaneously.
• Good attention to detail and follow-up skills.
• Ability to work in a fast-paced, customer-oriented environment.
• Basic knowledge of UPI, digital payments, payment gateways, and KYC processes.
• Familiarity with CRM, ticketing, and chat-support tools such as Freshdesk, Zendesk, Intercom, or similar is an added advantage.
• Basic knowledge of MS Excel or Google Sheets.

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 Title: Chat Support Executive (Non-Voice Process)

Location: Ahmedabad

Role Overview:

We are looking for enthusiastic and customer-focused individuals for the role of Chat Support Executive. In this position, you will assist customers through non-voice channels such as chat, email, and social media, ensuring quick, accurate, and empathetic resolutions. Your ability to communicate effectively in writing will play a key role in delivering an exceptional customer experience.

You will work closely with the Team Lead and contribute to enhancing customer satisfaction and overall team performance.

Key Responsibilities:

• Handle customer queries via chat, email, and other non-voice platforms.
• Provide prompt and effective resolutions using written communication.
• Maintain professionalism and empathy in all customer interactions.
• Ensure high levels of customer satisfaction and service quality.

Eligibility Criteria:

• Freshers and experienced candidates are welcome.
• Strong written communication skills in English (grammar & spelling).
• Qualification: 10+3 Diploma / HSC / Any Graduate.
• Basic computer knowledge is required.
• Willingness to work in a 24/7 shift environment.

What We Offer:

• Supportive and growth-oriented work environment.
• Continuous learning and career advancement opportunities.
• Competitive salary with performance-based incentives.
• Exposure to a diverse and inclusive workplace culture.

Additional Benefits:

• 5 Days Working.
• Night Shift Allowance.
• PF, Insurance & Gratuity Benefits.

Company Name: WINIT (WINIT Mobile Sales Force Automation)

Qualification: Any Graduate

Work Experience: Fresher / 0–1 Year

Job Summary

We are looking for a motivated and detail-oriented Support Executive to join our support team. The role involves assisting customers and internal teams with application-related queries, issue tracking, documentation, and coordination with technical teams for timely resolution.

This position is ideal for fresh graduates who are interested in building a career in IT Application Support / Customer Support and gaining hands-on experience in a software product environment.

Key Responsibilities

• Provide first-level support to customers and internal users for application-related queries and issues.
• Receive, understand, document, and track customer-reported issues and requests.
• Log and update support tickets in tools such as JIRA or other ticketing systems.
• Coordinate with QA, Development, Product, and other internal teams for issue resolution.
• Follow up on reported issues and ensure timely communication and closure.
• Understand application workflows and assist users with basic functional queries.
• Perform basic troubleshooting and identify the nature and priority of reported issues.
• Maintain accurate records of support tickets, issue status, resolutions, and follow-ups.
• Prepare and maintain support reports, trackers, and documentation.
• Assist in release-related activities and communicate relevant updates to customers/users.
• Follow established support processes, SLAs, quality standards, and internal guidelines.
• Assist with Spanish translation of documents, emails, support communications, and basic customer interactions when required.
• Escalate complex technical or functional issues to the appropriate internal teams.
• Maintain professional and effective communication with customers and internal stakeholders.

Skills & Qualifications

• Bachelor’s degree in any discipline; graduates from Computer Science, IT, or related fields will be preferred.
• 0–1 year of experience; freshers are welcome to apply.
• Basic understanding of software applications and IT environments.
• Basic knowledge of SDLC and software support processes is an advantage.
• Familiarity with JIRA, Excel, or ticketing/support tools is an advantage.
• Good analytical and problem-solving skills.
• Strong attention to detail and ability to follow up on issues.
• Excellent verbal and written communication skills.
• Proficiency in Spanish (reading and writing); ability to support translation is preferred.
• Ability to coordinate effectively with customers and cross-functional teams.
• Willingness to learn new applications, processes, and technologies.
• Ability to work in a team-oriented and customer-focused environment.

About WINIT

WINIT is an mSFA technology company with over 25+ years of industry expertise and more than 600 success stories across mobility, digitization, and consulting. Today, WINIT is a leading mSFA provider, trusted by 75+ enterprises globally.

Our state-of-the-art support center provides 24x7 support to customers worldwide. We continuously help organizations improve their efficiency, effectiveness, market reach, brand recognition, distribution and logistics, regulatory compliance, planogram compliance, and other critical business processes through our cutting-edge WINIT mSFA application.

WINIT is committed to enabling customers to become more autonomous through continuous R&D and innovation. Our application incorporates machine learning capabilities, enabling organizations to innovate, achieve sustainable growth, and become more resilient.

At WINIT, we value diversity, continuous learning, and personal and professional growth. Our global team of passionate professionals works together to develop innovative technology solutions that address real-world business challenges.

Responsibilities :

• Client and audience query handling
• Resolving customer complaints brought to your attention
• Providing detailed information to customers
• Prompt response over Product Chat box
• Taking feedback from the customers
• Maintaining a healthy relationship with the clients

Only Surat Local candidates can apply

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.

Job Title: Customer Support Executive

Company Name: Torero Softwares Ltd

Location: Lower Parel, Mumbai

Working Days: Monday to Saturday

Timing: 10:00 AM to 7:00 PM

Job Role:

We are hiring for a Customer Support Executive role. In this role, you will help our existing customers for their queries related to our software, accounting, and GST.

Responsibilities:

• Attend incoming calls from customers
• Help customers with queries related to software, basic accounting, and GST 
• Provide clear solutions & stay helpful on calls

Requirements / Who Can Apply:

• Freshers or up to 3 years experience
• Basic computer, accounting & GST knowledge 
• Good communication skills & comfortable talking to customers

Apply Now!

Fully remote | 1:30pm- 9:30pm IST | India

The role in a line

You're the person our Explorers talk to from the moment they book until they're home: every question, every change of plan, and the 2am call when something goes wrong in a city they didn't know they were flying to.

About Journee

Journee is a surprise travel company. Our Explorers answer a few questions, we plan and book the whole trip, and they don't find out where they're going until they're at the airport. We're growing fast across the UK, US and Canada, with a 4.8/5 rating from 2,000+ reviews.The trip is a surprise. The support behind it never is. From the moment someone books to the moment they land back home, a real person makes sure every question gets a warm, fast, human answer, no matter what time of the day. That person is you.This is a hands-on role on a small team. You own the queue, not a script.

Why this role exists

Until now, one small team split across London and India has looked after both the people deciding whether to book and the people already travelling. Those are two different jobs. Someone weighing up a trip needs patience and persuasion. Someone locked out of an apartment at 2am needs calm and speed, and they need it from a person who is awake. So we are splitting the two and building a team whose whole job is looking after Explorers while they travel.You would be one of the first two new hires in that team, working alongside your manager. What you build now shapes how Journee looks after people for years.

What you'll own

• The Explorer queue end to end: every WhatsApp, SMS, email and call from booked travellers, before and during their trips, across the UK and US is handled by you (the role is shared with 1 peer and your manager, with 7 day and emergency coverage between the three of you).
• The bar for emergency response: whether someone calls panicking about being stuck outside their accommodation at midnight or worried about missing their flight, you acknowledge in minutes, establish the facts, and solve their problem with empathy and calm.
• Timely escalations: you escalate to your manager and to the team in London as necessary for serious issues you can’t solve without any delay.
• Pre-trip prep: chasing for booking details, passports and visas, payment reminders and any other followups that might be needed.
• The handover. Conversations span shifts, and your notes make the next person sound like they never left.
• Quiet weeks. Departures are seasonal, so quiet days flow into work with our catalogue and booking operations team.

What success looks like in your first six months

• You run your own shifts solo. The queue is in order, nothing sits unanswered, and nobody has to check your work.
• Explorers who hit a problem on their trip continue to rate it highly afterwards. Things going wrong is inevitable, feeling abandoned is not.
• You have taken emergency calls and solved them yourself, escalating only the ones that genuinely needed it.
• Your handover notes are good enough that an Explorer never has to explain their situation twice.
• You know our trips well enough to know what is actually fixable at 2am and what is not.

What you'll bring

• Must-haves:Written and spoken English that sounds like a warm, capable human being rather than a call centre. A conversational tone that lands in writing, and a calm, natural voice on the phone.
• 3-5 years written-first customer support experience at a company selling a highly emotive, high ticket price product or service with a premium brand positioning.
• Travel logistics fluency: you understand how flights, hotels, transfers and experiences actually work, and where to look for a solution when one of them breaks.
• Calm under pressure. You hold, establish the facts, solve the problem and escalate where it's needed. You never guess with someone's trip.
• Autonomy. You figure things out and solve problems independently and quickly.
• High EQ. Deep empathy, cultural fluency, and the ability to think on your feet without a script.
• Comfortable working 1:30pm-9:30pm India time (with a dinner break in between) and 1-2 weekends a month, on a rota published well in advance.

Nice to have:

• Experience at a travel company, tour operator or OTA
• Experience supporting customers across multiple markets, particularly the UK or US
• Experience being the first or one of the first people in a support function
• High degree of comfort and experience with using tools like Claude, Notion, Freshchat and Zendesk at work

This role probably isn't for you if

• You need a script, or a policy to point at, before you can answer someone. Most of what you'll handle has no rule written for it yet, and we'd want you to use your judgement rather than wait for permission.
• You want predictable hours. The shifts are fixed, they include weekends, and the emergency line can ring at any time of day if you are on call.
• A 2am call from someone whose flight has just been cancelled makes you freeze rather than focus.
• You're used to high-volume queues where the goal is closing tickets. Here you'll handle fewer people and know them by name, and how they feel at the end matters more than how fast you got there.
• You've only ever worked on phone support, or only ever on email. This role is both.

The logistics

• Title: Explorer Care Specialist.
• Type: An individual-contributor role with no direct reports.
• Location: Fully remote role - you can be anywhere in India but a stable reliable internet connection, laptop and access to quiet workspace is a must.
• Reports to: Saumyaa, our Care Manager
• Work days: 5 days a week, typically Mon-Fri. The rota will also include working 1-2 weekends a month and out of hour emergency call responsibilities, published in advance. When you are assigned for a weekend you will get 2 weekdays off instead.
• Salary: 7-10 LPA depending on experience.
• Start: As soon as possible.

What else you get

• The chance to work directly with a small, passionate team, founders included
• 24 days of paid personal leave a year + 7 days of paid leave for festivals and occasions (you pick the ones you care about)
• A travel reimbursement of INR 15,000 once you have been with us a year
• 
  

Please note: the role does not come with flexible hours. The whole point of it is being reliably there when an Explorer needs someone, so the rota is fixed and published well in advance.

How to apply

Everything starts with the form below. It should take you around 15-20 minutes, and it includes drafting a hypothetical message reply and a 60 second voice note. We read every response we get.The form: https://form.fillout.com/t/hnXWWp2fFVus

What happens next

1. After the form, if we were to proceed with you, the next steps are:A task. Responding to three hypothetical situations: one on chat, one over email, and one a timed voice reply to a recorded emergency call. Together these should take you around an hour to do. It is the closest thing to the actual job, and it is where most of our decision gets made.
2. An interview with the people you would work with, your manager and our operations lead in India. They’ll go through your task, run a short live roleplay, and talk about times things have gone wrong for you before.
3. A final conversation with our founder.
4. An offer, if it is a yes on both sides.
5. 
   

We hire for talent, hunger and the drive to make things happen, and we welcome people from every background.

We also aim to reply to everyone who applies and puts in the effort, with direct and honest feedback, and welcome questions if you have them at any stage.

Job description

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities.

Responsibilities:-

• Respond to customer queries in a timely and accurate way, via phone, email and ticketing system.

• Identify customer needs and help customers use specific features

• Analyze and report product bugs, issues, and errors (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Monitor customer complaints on social media and reach out to provide assistance

• Share feature requests and effective workarounds with team members

• Inform customers about new features and functionalities

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

• Assist in training junior Customer Support Representatives

Requirements and skills:-

• Experience as a Customer Support Specialist or similar CS role.

• Familiarity with our industry is a plus.

• Experience using help desk software and remote support ticketing systems.

• Understanding of how CRM systems work.

• Excellent communication and problem-solving skills.

• Multi-tasking abilities.

• Patience when handling tough cases.

• BSc in Information Technology or relevant diploma.

Experience : 7-10 years

-Indore-Onsite

-5 Days working culture