Executive Operations – Customer Onboarding (Voice Process)

Posted 5 months ago

About Company

Since 2019, apna has connected over 60 million jobseekers with more than 250,000 enterprises and small businesses across India. Founded by Nirmit Parikh, a Stanford graduate and serial entrepreneur who recognized the challenges in entry-level hiring, apna has rapidly grown to become India’s fastest unicorn in 2021—achieving this milestone in just 21 months.

Backed by marquee global investors – Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, and GSV, we’re revolutionizing livelihood creation across India.

Title: Executive Operations

Tea

m: Onboarding

Process: Voice

Location: Remote

Requirements

Responsibilities:

End to End ownership of cases
Responsible for checking tags and reverting on time (Slacks/Mails)
Need to take follow ups actively on the data they are working on
Maintaining their own excel sheets
Clear idea on taxonomy and proper mapping of department/sub department – Focus on approving jobs with proper hygiene
Explaining employers on the purpose of the documentation process
Context setting on follow up calls

Requirement:

Graduation is mandatory, with a preference for candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fields.
Proficiency in both English and Hindi, with a minimum typing speed of 20-25 words per minute.

2 to 5 years of relevant work experience in customer support or related fields (Preferable in Voice Process).
Ability to work in a front-line role handling customer queries for a minimum of 2 years.
Stable work environment with a reliable Wi-Fi connection (minimum speed of 30 Mbps) and a dedicated work-from-home setup.
Availability and flexibility to work in a rotational shift schedule, including weekends and extended hours.
Comfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and Calendly.
Willingness to commit to the current role for a minimum duration and availability to start within a month.
Should be flexible and should be able to adapt to change.

Working hours:

Working: 5-day working rotational shifts.
Shift timings – 9:00 AM to 7:00 PM. In the future, the candidate should be flexible for 9 AM to 9PM window.