Executive Operations - Customer Onboarding (Voice Process)

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.

Title: Executive Operations

Team: Onboarding

Process: Voice

Location: Remote

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.