{"id":4047147,"url":"https://alion.io/job/aura-gold-customer-support-executive","title":"Customer Support Executive","company":{"id":3798421,"name":"Aura Gold","domain":"auragold.in","url":"https://alion.io/company/aura-gold","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Sheets","optional":false},{"name":"Intercom","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-10T05:41:38Z","employer_posted_date":null,"last_verified_at":"2026-11-10T05:41:38Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\n\nWe 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.\n\nKey Responsibilities\n\n1. Customer Query Handling\n\nHandle customer queries through live chat, phone calls, emails, and other communication channels.\nProvide accurate information about Aura Gold products, digital gold transactions, purchases, sales, withdrawals, and delivery services.\nAssist customers with account registration, KYC verification, payment processes, and app-related queries.\nEnsure responses are clear, professional, personalised, and customer-friendly.\nMaintain timely responses and follow up with customers to ensure their queries are addressed.\n\n2. Transaction & Payment Support\n\nAssist customers with payment-related concerns, including failed, pending, or successful transactions.\nHandle queries related to money debited but gold not credited.\nSupport customers with Autopay registration, activation, cancellation, and transaction-related issues.\nFollow up on pending refunds, sell transactions, and withdrawal payouts.\nCoordinate with the relevant internal teams to resolve transaction discrepancies.\n\n3. Gold Purchase, Sell & Delivery Support\n\nAssist customers with queries related to gold purchase, selling, and withdrawal processes.\nProvide updates on gold transaction status and applicable processes.\nHandle customer queries regarding physical gold redemption and delivery status.\nFollow up on delayed, missing, or incorrect gold deliveries.\nEnsure customers receive proper guidance throughout the transaction and delivery process.\n\n4. Customer Issue Resolution & Escalation\n\nUnderstand customer concerns and provide appropriate resolutions within the defined timelines.\nHandle dissatisfied customers professionally and maintain a calm, solution-oriented approach.\nEscalate unresolved or critical issues to the Customer Support Lead.\nCoordinate with Payments, Technology, Product, Vault, Delivery, and other relevant teams for issue resolution.\nImmediately report suspicious transactions or suspected fraudulent activities to the concerned team.\nMaintain proper records of customer complaints, escalations, and resolutions.\n\n5. Customer Follow-ups & Engagement\n\nConduct regular follow-ups with customers regarding pending queries, transactions, and complaints.\nMake outbound calls to customers wherever required for issue resolution and service updates.\nFollow up with customers for Autopay activation and successful registration.\nReach out to customers for feedback and assistance based on business requirements.\nFollow up on negative customer reviews and support efforts to improve customer satisfaction.\n\n6. Customer Feedback & Quality\n\nMaintain a high standard of customer service across all communication channels.\nFollow approved SOPs, communication guidelines, and response templates.\nAvoid repetitive or irrelevant copy-paste responses and ensure personalised communication.\nCollect customer feedback and highlight recurring concerns to the Customer Support Lead.\nMaintain professional communication and ensure customer information is handled confidentially.\n\n7. Documentation & Reporting\n\nMaintain accurate records of customer interactions, complaints, follow-ups, and resolutions in the CRM or ticketing system.\nUpdate ticket status and ensure no customer query remains unattended.\nPrepare daily activity reports and share pending issues with the reporting manager.\nFollow the defined shift schedule, attendance requirements, and support processes.\n\nKey Performance Indicators (KPIs)\n\nFirst Response Time (FRT)\nFirst Contact Resolution (FCR)\nCustomer Satisfaction (CSAT)\nNumber of Customer Queries Resolved\nQuery Resolution TAT\nCall & Chat Quality Audit Score\nAutopay Follow-up and Activation\nCustomer Review Follow-ups\nPending Ticket and Escalation Management\nCustomer Feedback and Service Quality\n\nKey Skills & Competencies\n\nExcellent verbal and written communication skills.\nStrong customer-handling and interpersonal skills.\nAbility to understand customer concerns and provide effective solutions.\nGood problem-solving and analytical abilities.\nPatience and empathy while handling difficult or dissatisfied customers.\nAbility to multitask and manage multiple customer queries simultaneously.\nGood attention to detail and follow-up skills.\nAbility to work in a fast-paced, customer-oriented environment.\nBasic knowledge of UPI, digital payments, payment gateways, and KYC processes.\nFamiliarity with CRM, ticketing, and chat-support tools such as Freshdesk, Zendesk, Intercom, or similar is an added advantage.\nBasic knowledge of MS Excel or Google Sheets.\nSkills\nCustomer Support, Issue resolution, Communication Skills","description_format":"text","description_chars":4971,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Precious Metals","Investing Apps & 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