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About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Ability to handle client interactions across chats, emails, phone calls, and future communication channels
- Ability to assist clients with bookings, payments, rescheduling, cancellations, refunds, no-show concerns, and general support
- Ability to follow Standard Operating Procedures (SOPs), company policies, and client service standards
- Empathetic, professional, client-first approach
- Ability to provide therapist recommendations according to company guidelines
- Ability to collect accurate client feedback and document concerns, suggestions, and pain points
- Ability to maintain complete documentation of every client interaction
- Ability to escalate unresolved or complex cases to the Senior Client Operations Associate or reporting manager
- Ability to use company software, CRM systems, internal tools, and digital platforms
- Ability to guide and educate clients on the Oppam platform, booking system, mobile application, and other digital features
- Ability to respond to client enquiries within 5 minutes
- Ability to resolve client queries within 1 hour wherever possible, or within 24 hours when another department is involved
- Ability to stay updated with new product features, software updates, and process improvements
- Tamil language capability is indicated by the role title
Benefits
Comp & perks- Remote work arrangement