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)