Job Description:

We are looking for a Business Process Associate to manage client interactions, promote our services, and ensure high-quality communication and support across multiple channels. The ideal candidate should be customer-focused, detail-oriented, and proficient in English along with Bengali and Malyalam.

Key Responsibilities

Operational Adherence

- Ensure strict adherence to assigned rosters, login times, and shift schedules.
- Follow break timings as per shift and break schedules.
- Maintain consistent performance in handling inbound, outbound, and chat interactions daily, weekly, and monthly.

Customer Engagement & Lead Management

- Make follow-ups as per lead age and defined number of attempts.
- Maintain contact percentage as per targets and ensure timely follow-ups on non-contact leads.
- Demonstrate process knowledge regarding monthly offers, discounts, and available services.
- Update all CRM fields accurately after each client interaction.
- Fix appointments based on available offers, clinic schedules, and doctor availability.
- Update the reminder sheet whenever an appointment is booked.

Performance Metrics

- Maintain IVR transfer percentage and application utilization as per standards.
- Track and report daily,



weekly, and monthly walk-ins.
- Ensure adherence to KPIs such as Quality Scores, Contact Percentage, Monthly PKT, CSAT Scores, and Adherence Reports.

Customer Interaction & Inside Sales

- Understand client needs and provide tailored service recommendations.
- Promote inside sales and cross-sell services effectively.
- Respond to client queries via voice, email, and chat channels in a professional manner.
- Strengthen brand value by ensuring exceptional customer service.
- Build and maintain robust customer relationships by providing an engaging experience. Desired Candidate Profile:
- Excellent verbal and written communication in English Marathi, Bengali, Kannada.
- Strong interpersonal skills and ability to handle client interactions effectively.
- Basic computer proficiency and familiarity with CRM tools. • Prior experience in customer service or inside sales (preferred).

If interested, please share your resume at: [email protected].

Address: 3rd Floor (Corporate Office), Centre Point Building, US Consulate Lane, Sardar Patel Road, Begumpet, Hyderabad, Telangana 500003

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