Customer Support L1

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.

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

Hiring Alert | International Chat Process

📍 Location: Mohali (Work from Office)

Position

Customer Support Associate – International Chat Process

Eligibility

* Graduates & Undergraduates can apply

* Freshers & Experienced candidates are welcome

* Good written English communication skills are mandatory

* Basic computer knowledge and typing skills required

Salary

Freshers

* CTC: ₹29-30k monthly

* Approx. In-Hand Salary: ₹23,000 – ₹24,000 per month

Experienced Candidates

* CTC: Up to ₹32k monthly

* Approx. In-Hand Salary: ₹25,000 – ₹26,000 per month (depending on experience and interview performance)

Job Highlights

* International Chat Process

* Work from Office

* Excellent career growth opportunities

* Professional work environment

Interested candidates can share their updated CV to apply

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: 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.

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: 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