Operations Associate
Summary
Call customers to collect feedback and encourage product reviews, resolving queries and documenting responses in a CRM for a professional networking platform.
About Company
Founded in 2019, apna is India’s largest professional networking and jobs platform for >250M members of India’s rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap.
We help candidates build their digital professional identities, find the best-fit hyperlocal jobs, grow their network, and learn new skills to grow their careers. Employers can find the best talent and hire for over 70 different roles in < 48 hours.
Having raised $190+ million from marquee investors like Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, Rocketship.vc and Greenoaks Capital, Apna is on a mission to enable livelihoods for billions in India.
Job Summary:
We are seeking a highly motivated and customer-focused individual to join our team as a Ratings and Review Calling Specialist. The primary responsibility of this role is to engage with customers post-purchase or post-service to gather feedback, encourage product reviews, and ensure customer satisfaction. This individual will act as a key liaison between our company and its customers, helping to build positive relationships and promote customer loyalty.
Requirement: 1
Title: Operations Associate
Location: Bangalore (Work from Office - Domlur)
Experience: 2-3 years
Process: Voice
Qualification: Graduate
Language: English, Hindi and South Languages
Requirements
Key Responsibilities:
- Conduct outbound calls to customers to request feedback and reviews for products or services.
- Ensure a positive customer experience by addressing concerns and answering queries regarding the review process.
- Encourage customers to share their honest ratings and reviews on various platforms.
- Document and track customer feedback and reviews accurately in the CRM system.
- Identify potential issues or complaints and escalate them to the appropriate team for resolution.
- Maintain a high level of professionalism and courtesy when interacting with customers.
- Analyse trends in customer feedback and suggest improvements to management.
- Meet daily/weekly/monthly targets for review calls and customer engagement.
- Follow up with customers who have shown interest but have not yet left a review.
- Ensure compliance with company policies and guidelines related to ratings and reviews.
Qualifications:
- High school diploma or equivalent; a bachelor's degree is a plus.
- Proven experience in customer service, telemarketing, or a similar role is preferred.
- Excellent communication and interpersonal skills.
- Strong listening skills with the ability to resolve conflicts and handle objections professionally.
- Comfortable with making outbound calls and working with customer feedback.
- Ability to work independently and manage time effectively.
- Familiarity with Excel, Google sheets and data entry.
- Detail-oriented and organized with the ability to handle multiple tasks simultaneously.
- Positive attitude, problem-solving skills, and a proactive approach to customer service.
Additional Skills (Preferred but not required):
- Previous experience in ratings and reviews or customer engagement roles.
- Knowledge of online review platforms and the importance of customer feedback.
- Language: English, Hindi and South Languages (Telugu would be added Advantage)
Work Environment:
- Full-time
- Work Timing: 9:00 AM to 7:00 PM