Customer Support Executive

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 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.

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.

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 motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have an experience in the Salesforce platform, along with strong communication, analytical, and problem-solving skills.

Key Responsibilities

• Act as a primary point of contact for customer support requests.
• Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
• Communicate regularly with customers and provide timely updates on case progress.
• Monitor support cases and ensure proper follow-up until closure.
• Meet defined targets for response time, resolution time, quality, and customer satisfaction.

Required Skills and Qualifications

• 0–3 years of experience in Customer Support, Application Support, Technical Support, or a similar role.
• Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
• Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
• Strong communication, analytical, and problem-solving skills.

· Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.

Preferred Skills

• Experience in SaaS, ERP, CRM, or enterprise application support.
• Hands-on experience with the Salesforce Platform and Service Cloud
• Knowledge of SQL queries and database concepts.
• Experience working with support ticketing systems.
• Strong customer service and stakeholder management skills.

Job Title: Customer Success Associate (International Process)

Location: Gurugram, Haryana

Work Mode: Work from Office

About the Role:

We are seeking passionate and customer-focused professionals to join our international support team. If you have excellent communication skills, a problem-solving mindset, and prior experience in customer service—especially within international or healthcare domains—this opportunity is for you.

As a Customer Success Associate, you will be responsible for managing and resolving customer queries efficiently while ensuring an exceptional service experience.

Key Requirements:

• Excellent English communication skills (C1 level – mandatory)
• Education: Graduates and Undergraduates both are eligible
• Minimum 1 year of experience in International Customer Support (Healthcare background preferred)
• Salary: Up to ₹35,000 CTC (₹30,517 in-hand)
• 5 Days Working with 2 rotational week-offs
• Rotational Shifts (24/7 environment)
• Two-way cab facility available (for hiring zone only)

Roles & Responsibilities:

• Handle inbound and outbound calls, chats, or emails from international customers.
• Provide prompt, accurate, and empathetic assistance for customer queries or concerns.
• Analyze customer issues and ensure first-contact resolution wherever possible.
• Escalate unresolved or complex issues to higher support tiers when necessary.
• Maintain detailed and accurate documentation of all customer interactions.
• Ensure adherence to process guidelines, SLAs, and quality parameters.
• Collaborate with internal teams to improve overall customer experience.
• Stay updated on product knowledge, policies, and procedures.
• Demonstrate a positive attitude and maintain professionalism under pressure.

Why Join Us:

• Competitive salary with performance-based growth opportunities
• Exposure to global customer experience standards
• Supportive work culture with professional development programs

Job Title: Customer Success Associate

Work Mode: Work From Office

Location: Gurugram, Haryana

Key Details

Shift: Rotational (Male & Female)

Salary: Up to ₹34,000 CTC

Qualification: Graduate / Undergraduate

Experience: Minimum 6 months of BPO Voice or Chat experience (BFSI or Customer Support experience preferred)

Required Skills:

• Excellent spoken and written English communication.
• No Mother Tongue Influence (MTI) or Regional Tongue Influence (RTI).
• Clear pronunciation and strong grammatical skills.
• For Chat Process: Typing speed of approximately 35 WPM with 95% accuracy.
• Ability to handle multiple chats efficiently.
• Strong customer handling and problem-solving abilities.

Roles and Responsibilities:

• Handle international customer queries through voice and chat channels.
• Provide accurate and complete information to customers.
• Resolve customer issues with end-to-end ownership.
• Maintain detailed records of customer interactions in CRM systems.
• Adhere to international quality, compliance, and data security standards.
• Ensure high levels of customer satisfaction and service excellence.

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.

We are looking for a Telesales Executive to join our team at company. This role involves handling calls, providing exceptional customer support, and addressing queries and concerns related to Loan/ Credit Card. The role offers ₹19,000 - ₹30,000 and a dynamic environment with opportunities for growth.

Key Responsibilities:

• Handle customer calls in a professional and efficient manner
• Address customer queries, concerns, and complaints with a problem-solving approach
• Maintain accurate records of customer interactions and follow-ups
• Provide timely and relevant information to customers to resolve their issues
• Work collaboratively with other teams to escalate and resolve complex issues
• Meet performance targets, including call handling time, customer satisfaction, and issue resolution rates

Job Requirements:

The minimum qualification for this role is 12th Pass and 0 - 4 years of experience. You will be responsible for resolving customer complaints, offering relevant information, and escalating complex issues to the appropriate department when necessary. Candidates must be open to a 6 days working week during the Day shift.