Job Title : Business Process Associate

Qualification : Any Graduate

Industry : Wellness / Healthcare

Location: Hyderabad

Languages Required: English, Hindi & Kannada (mandatory)

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, Hindi, and Kannada.

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 strong customer relationships by providing an engaging experience.

Desired Candidate Profile:

• Excellent verbal and written communication in English, Hindi & 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)

Business Process Associate

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