Customer Service Executive / Team lead

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

Location: Goregaon, Mumbai

Job Type: Full-Time

Experience: 5+ Years

Industry: Event Management

Job Summary

We are hiring an experienced Client Servicing Manager to manage client relationships, understand business requirements, and ensure seamless execution of projects. The ideal candidate should have strong communication skills, a client-first approach, and the ability to coordinate effectively with internal teams to deliver exceptional results.

Key Responsibilities

• Serve as the primary point of contact for clients.
• Build and maintain long-term client relationships.
• Understand client objectives and communicate requirements to internal teams.
• Coordinate across multiple departments to ensure timely project execution.
• Manage client expectations and provide effective solutions when needed.
• Track project progress and maintain regular communication with stakeholders.
• Prepare account status reports and post-project reviews.
• Identify opportunities to expand and strengthen existing client accounts.
• Address client concerns promptly and ensure high satisfaction levels.
• Stay informed about industry trends and market developments.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.
• Minimum 5 years of experience in client servicing, account management, or a similar role.
• Strong relationship management and stakeholder handling skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects simultaneously.
• Proficiency in MS Office and CRM tools.

Preferred Skills

• Strong problem-solving and organizational abilities.
• Detail-oriented with a proactive approach.
• Ability to work in a fast-paced environment and meet deadlines.
• Professional and customer-focused mindset.

Benefits

• Competitive compensation package.
• Career growth and development opportunities.
• Collaborative and professional work environment.
• Exposure to diverse and challenging projects.

Apply now if you have a passion for client relationship management and delivering exceptional customer experiences.

Job Responsibilities:

Handling all fresh inquiries by making outbound phone calls, answering basic queries, and scheduling their appointments with the Counsellors of K11.

These would be all the leads who have already inquired about the courses at K11 through various media.

The calls would NOT be cold calls to random data. Follow up calls to all these inquiries as required.

Update the details on CRM and other systems used by the company Submit daily activity report to immediate superior.

Desired Profile:

Excellent communication and coordination skills, counseling skills required.

Should be target-oriented, focused, proactive, and a keen learner (one who reads or is constantly learning and upgrading his or her knowledge base)

Preferred Qualifications:

Experience: 1 -4 years (Preferred a call center experience) Education: Graduate

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

As a Customer Support Executive / Manager, you will own a set of client accounts and ensure they successfully adopt and use the product.

You will handle client onboarding, product training, reporting, data requests and day-to-day client queries. You will also identify repetitive requests and use AI and automation to make recurring reports and workflows more efficient.

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

We're looking for highly responsive, empathetic, and customer-oriented individuals who are adept at providing seamless, high-touch service to HNI clients. This role is perfect for a proactive individual who thrive in a fast-paced environment and have a passion for building strong relationships with high-net-worth clients. You'll be the backbone of our client-facing team, ensuring every interaction is seamless and every detail is handled with precision.

Who we are:

Cambridge Wealth is a respected, award-winning firm in the wealth space. As AMFI, SIF and APMI registered distributors, we work with renowned professionals from various industries, providing exceptional financial solutions. We're a fast-growing, excellence-oriented team focused on delivering outstanding service to our domestic, NRI, and Ultra HNI clients.

What you'll do:

• Client Management: Act as a primary point of contact for our most valued clients (HNIs, Ultra HNIs, NRIs). You'll handle their inquiries, provide timely updates, and ensure their needs are met with a high level of empathy and professionalism.
• Operational Support: Facilitate and manage the full client lifecycle, from initial onboarding and documentation to executing transactions and resolving issues. You'll ensure all processes are smooth, efficient, and compliant.
• Data & Reporting: Maintain meticulous client records, ensuring accuracy and confidentiality. You'll also assist in creating detailed portfolio reports that highlight performance and opportunities for our clients.
• Team Collaboration: Work closely with our wealth management team to track portfolio performance and support strategic initiatives.

What we need:

• Education: A degree in Finance, Commerce, Management, or Economics is preferred.
• Experience: Previous experience in the financial services or mutual fund industry is a plus, especially if you've worked with high-net-worth clients. Those with hospitality experience in the luxury and premium segments are also welcome to apply.
• Certifications: Currently valid NISM VA and or other NISM certifications are an advantage(and eventually required if onboarded).
• Technical Skills: We are strong on tech use & familiarity with the Zoho suite is preferred.

Who you are:

• Client-Focused: You genuinely enjoy building relationships and are driven by a desire to provide exceptional, personalized service.
• A Clear Communicator: You have excellent verbal communication skills.
• Detail-Oriented: You have a keen eye for detail and a meticulous approach to your work.
• Proactive & Resourceful: You don't wait for instructions. You're a problem-solver who takes ownership and can thrive in a dynamic, startup environment.

This role is NOT for you if:

• You prefer a slow-paced, micro-managed environment.
• You are not comfortable with change or taking on new responsibilities.
• You're looking for a passive, "take it easy" role.

What you'll get:

• A core role with a clear growth path within a fast-growing company.
• Meaningful Impact: You'll be a vital part of our team, not just a cog in the wheel.
• A great work environment that is informal, encouraging, and collaborative.
• Competitive compensation.

Our Hiring Process:

1. Online Application: You apply and answer a few quick questions. [5 min]
2. Skills Assessment: An online general aptitude test to evaluate your skills. [60 min]
3. People Video Interview: A quick chat with our People head [30 min]
4. Technical Interview: A discussion about your experience and skills. [30 min]
5. Founder's Interview (In-Person): A final interview to ensure a great fit. [30 min]
6. Offer & Checks: We make an offer, and proceed with a reference and background check.

Please note: This is a WFO (Work From Office) opportunity at our Pune, Prabhat Road office

Job Description: Customer Success Executive

Department: Customer Success Team(CX)

Reports To: Customer Success Manager

Role Summary:

The Customer Success executive will be responsible for delivering a seamless support

experience across customer touchpoints including calls, chats, emails, callbacks, and

escalations. The role focuses on improving customer experience, resolving issues efficiently,

and ensuring customer satisfaction throughout the investment journey.

Key Responsibilities:

• Handle incoming and outgoing customer calls,chats, and email support

• Assist customers with account-related queries and partial KYC support

• Resolve customer concerns and coordinate with internal teams for timely closure

• Manage customer escalations and ensure proper follow-up until resolution

• Maintain customer interaction records in CRM systems

• Identify recurring issues and provide feedback for process improvements

• Support customer retention initiatives and improve customer satisfaction metrics

• Deliver a high-quality support experience across all customer touchpoints

Required Skills:

• Strong verbal and written communication skills

• Customer handling and problem-solving ability

• Ability to multitask across calls, chats, and emails

• Good interpersonal and relationship management skills

• Basic understanding of financial products preferred

Qualification & Experience:

• Graduate in any discipline

• 1–3 years of experience in customer support, customer success, or financial services

preferred

Job Description: Customer Success Executive

Department: Customer Success Team(CX)

Reports To: Customer Success Manager

Role Summary:

The Customer Success executive will be responsible for delivering a seamless support

experience across customer touchpoints including calls, chats, emails, callbacks, and

escalations. The role focuses on improving customer experience, resolving issues efficiently,

and ensuring customer satisfaction throughout the investment journey.

Key Responsibilities:

• Handle incoming and outgoing customer calls,chats, and email support

• Assist customers with account-related queries and partial KYC support

• Resolve customer concerns and coordinate with internal teams for timely closure

• Manage customer escalations and ensure proper follow-up until resolution

• Maintain customer interaction records in CRM systems

• Identify recurring issues and provide feedback for process improvements

• Support customer retention initiatives and improve customer satisfaction metrics

• Deliver a high-quality support experience across all customer touchpoints

Required Skills:

• Strong verbal and written communication skills

• Customer handling and problem-solving ability

• Ability to multitask across calls, chats, and emails

• Good interpersonal and relationship management skills

• Basic understanding of financial products preferred

Qualification & Experience:

• Graduate in any discipline

• 1–3 years of experience in customer support, customer success, or financial services

preferred