Walk-in | Customer Support Executive

Augmont Goldtech; Mumbai; Hybrid; INR 180,000 - 300,000; Full time

Job summary

Augmont Goldtech is seeking a Customer Support Executive to handle customer queries via calls, emails, and tickets, ensuring timely and professional responses. The role involves providing accurate product information, resolving issues, and maintaining documentation for smooth ticket resolution.

You will coordinate with internal teams for escalations, adhere to SLAs and quality standards, and maintain detailed records of all customer interactions.

Qualifications

• Strong customer service orientation and ability to handle calls and emails.
• Familiarity with CRM tools and case management for logging requests.
• Understanding of digital products and wallet transactions is a plus.

Responsibilities

• Respond to customer queries via calls, emails, and support tickets in a timely and professional manner.
• Provide accurate information regarding products, services, processes, and company offerings.
• Resolve customer issues while maintaining high customer satisfaction.
• Manage, document, and follow up on support tickets.
• Coordinate with internal teams for issue resolution and escalations.
• Adhere to SLAs, quality standards, and company policies.
• Maintain records of customer interactions and resolutions.

Skills

Customer service

Call handling

CRM tools

Wallet transactions

Escalation management

Communication skills

Problem solving

Team collaboration

Job description

Job Description Customer Support Executive

Key Responsibilities

• Respond to customer queries through calls, emails, and support tickets in a timely and professional manner.
• Provide accurate information regarding products, services, processes, and company offerings.
• Resolve customer issues while ensuring a high level of customer satisfaction.
• Manage, document, and follow up on support tickets effectively.
• Coordinate with internal teams for issue resolution and escalations.
• Adhere to defined SLAs, quality standards, and company policies.
• Maintain accurate records of customer interactions and resolutions.

Required Skills

• Strong customer service orientation with the ability to handle inbound/outbound calls and email-based support.
• Basic knowledge of CRM tools and case management systems for logging and tracking customer requests.
• Ability to quickly understand digital products, wallet transactions, and basic payment gateway issues.
• Good escalation management skills with the ability to collaborate effectively with operations and technical teams.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work in a fast-paced environment while maintaining service quality.