Oppam

Operations

• Handle client interactions across chats, emails, phone calls, and future communication channels
• Assist clients with bookings, payments, rescheduling, cancellations, refunds, no-show concerns, and general support
• Follow all SOPs, company policies, and client service standards
• Deliver empathetic, professional, client-first interactions
• Provide appropriate therapist recommendations in accordance with company guidelines
• Collect and document client feedback, concerns, suggestions, and pain points
• Maintain complete documentation of every client interaction
• Escalate unresolved or complex cases to the Senior Client Operations Associate or reporting manager
• Contribute to continuous service improvement through documentation and client feedback
• Respond to client enquiries within 5 minutes
• Resolve client queries within 1 hour wherever possible; cases requiring another department should be resolved within 24 hours
• Guide and educate clients on the Oppam platform, booking system, mobile application, and other digital features
• Encourage clients to use available self-service features
• Implement revised SOPs immediately when new guidelines are introduced

Client Operations Associate, Tamil