Client Operations Associate, Tamil

This is a fully remote position, open to applicants in India.

📋 Description

• Manage client interactions through chats, emails, phone calls, and upcoming communication channels.

• Support clients with bookings, payments, rescheduling, cancellations, refunds, concerns regarding no-shows, and overall assistance.

• Adhere to all Standard Operating Procedures (SOPs), company policies, and client service standards.

• Provide empathetic, professional, and client-centered interactions.

• Recommend suitable therapists in line with company guidelines.

• Gather and document client feedback, concerns, suggestions, and pain points.

• Keep thorough records of every client interaction.

• Elevate unresolved or complex cases to the Senior Client Operations Associate or reporting manager.

• Participate in ongoing service enhancement through documentation and client feedback.

• Respond to client inquiries within 5 minutes.

• Address client queries within 1 hour when possible; cases needing another department should be resolved within 24 hours.

• Educate and guide clients on the Oppam platform, booking system, mobile application, and other digital features.

• Motivate clients to utilize available self-service options.

• Implement updated SOPs immediately when new guidelines are rolled out.

⛳️ Requirements

• Capability to manage client interactions through chats, emails, phone calls, and upcoming communication channels.

• Proficiency in assisting clients with bookings, payments, rescheduling, cancellations, refunds, no-show issues, and general support.

• Competence in following Standard Operating Procedures (SOPs), company policies, and client service standards.

• An empathetic, professional, and client-first mindset.

• Ability to provide therapist recommendations in accordance with company guidelines.

• Skill in collecting accurate client feedback and documenting concerns, suggestions, and pain points.

• Ability to maintain comprehensive documentation of every client interaction.

• Capability to escalate unresolved or complex cases to the Senior Client Operations Associate or reporting manager.

• Proficient in using company software, CRM systems, internal tools, and digital platforms.

• Ability to guide and educate clients on the Oppam platform, booking system, mobile application, and other digital features.

• Ability to respond to client inquiries within 5 minutes.

• Capability to resolve client queries within 1 hour when feasible, or within 24 hours if another department is involved.

• Stay informed about new product features, software updates, and process enhancements.

• Proficiency in the Tamil language is required for this role.

🏝️ Benefits

• Opportunity for remote work arrangements.