Job Description

Job Description – Senior Associate (Operations / Customer Support)

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Company: GrowQ Private Limited

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Location: Gandhinagar, Gujarat, India

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Work Mode: Work From Office (WFO)

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Employment Type: Full-Time

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Shift: US Shift

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Experience: Relevant experience in customer service, customer support, or operations is required.

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About GrowQ

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GrowQ Private Limited is a mortgage outsourcing and business process services company that supports US-based clients through operational and customer support services. We focus on delivering reliable, accurate, and professional service while maintaining high standards of communication and operational excellence.

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Job Summary

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We are looking for a customer-focused and detail-oriented Senior Associate – Operations / Customer Support with strong English communication, active listening, and problem-solving skills to manage customer interactions and appointment coordination activities.

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The role involves making outbound calls to confirm pickup and delivery appointments, verifying appointment details, handling customer requests, coordinating schedule changes, and ensuring accurate documentation and timely follow-ups. The ideal candidate should be confident communicating with customers, maintaining professional telephone etiquette, and following established processes and service standards.

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Key Responsibilities

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- Make outbound calls to confirm pickup and delivery appointments.
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- Verify appointment details, including dates, time frames, order numbers, and other relevant information.
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- Communicate appointment information clearly and confirm customer availability.
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- Handle rescheduling requests and other customer inquiries professionally.
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- Coordinate with internal teams to facilitate requested changes and resolve customer concerns.
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- Follow up on pending confirmations and ensure timely communication.
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- Leave clear, concise, and professional voicemails with relevant details when required.
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- Maintain accurate records of calls, confirmations, customer interactions, and follow-ups in the designated system.
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- Escalate customer issues, scheduling conflicts, and exceptions to the appropriate teams.
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- Follow call scripts, standard operating procedures (SOPs), communication guidelines, and escalation protocols.
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- Ensure accuracy, confidentiality, and compliance with established operational procedures.
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- Collaborate with internal teams to support smooth appointment coordination and efficient service delivery.
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Required Skills & Competencies

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- Strong verbal English communication skills with clear pronunciation and professional telephone etiquette.
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- Excellent active listening and customer interaction skills.
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- Ability to communicate appointment details clearly and accurately.
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- Solid customer service orientation with a polite, patient, and professional approach.
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- Good critical thinking, problem-solving, and decision-making abilities.
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- Ability to handle customer inquiries, scheduling changes, and follow-ups effectively.
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- Strong attention to detail when verifying and documenting information.
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- Ability to manage calls, voicemails, and follow-up tasks efficiently.
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- Good coordination, organizational, and time-management skills.
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- Ability to follow processes, scripts, SOPs, and escalation procedures.
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- Willingness to learn, adapt, and work collaboratively in a team environment.
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Candidate Profile

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The ideal candidate should:

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- Have relevant experience in customer service, customer support, appointment coordination, or operations.
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- Be confident and comfortable handling outbound customer calls.
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- Demonstrate professional communication skills and the ability to manage live conversations effectively.
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- Possess a customer-oriented mindset with patience, courtesy, and a solution-focused approach.
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- Be detail-oriented and committed to maintaining accurate records.
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- Be comfortable working in US shift timings, as per business requirements.
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- Be willing to work from the office in Gandhinagar, Gujarat.
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- Demonstrate accountability, reliability, and adherence to operational guidelines.
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Why Join GrowQ?

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- Opportunity to work with a team supporting US-based clients.
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- A professional and collaborative work environment.
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- Opportunities to develop customer communication, coordination, and operational skills.
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How to Apply

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Interested candidates can share their updated resume at:

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Email: [email protected]

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Subject Line: Application for Senior Associate – Operations / Customer Support

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Join GrowQ and be a part of our mission to deliver reliable, accurate, and professional service while creating exceptional customer experiences.

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Build Your Career With GrowQ!

📌 Senior Associate (Lapkaman)
🏢 Growq
📍 Lapkaman