Operations Executive

About the Role

We are looking for a motivated and client-focused Operations Executive to join our growing team. In this role, you will be the first point of contact for our clients, helping them navigate our product, resolving their queries efficiently, and ensuring a seamless onboarding experience. You will work closely with cross-functional teams to deliver exceptional service and build lasting client relationships.

Key Responsibilities

• Handle inbound client enquiries promptly and professionally across all communication channels.
• Optimise and resolve client queries by collaborating with internal stakeholders and cross-functional teams to ensure timely and accurate resolutions.
• Ensure clients experience a smooth and structured onboarding process from day one.
• Maintain and adhere to defined onboarding turnaround times (TAT), ensuring SLA compliance at all times.
• Drive strong client satisfaction scores (CSAT) and Net Promoter Scores (NPS) through quality interactions and proactive follow-ups.
• Document client interactions and maintain accurate records in the CRM system.
• Escalate complex issues to senior team members when necessary and follow through to resolution.

What We're Looking For

• Excellent written and verbal communication skills in English; additional regional language proficiency is a plus.
• Strong interpersonal skills with a client-first mindset and a genuine desire to help.
• Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
• Comfortable working with CRM tools, ticketing systems, and productivity software.
• A problem-solving attitude with attention to detail and a willingness to learn.

Qualifications

• Any graduate (B.Tech, BSc (IT or CS), or equivalent).
• 1–2 years of experience in client support, customer service, or a client-facing role is preferred but not mandatory.
• Must be based in Mumbai or Navi Mumbai, or willing to relocate immediately.