Operations internship

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

Role Review-

Our client's property Sales team is responsible for selling properties available in our inventory. As a Sales Associate / Sr. Sales Associate, you’re the First Point of Contact and the face of our client with respect to Sales. You’ll work closely with the Sales Manager to give ground insights and help the sales scale. You’ll be directly responsible for Sales for one or more micro-markets in the city of Bangalore. Your role will be a combination of customer conversation and contextual field presence.

WHAT WILL YOU DO?

● Communicating effectively with customers, proactively reaching out to potential clients, and diligently following up on leads.

● Establishing and nurturing relationships with Channel Partners (brokers) to cultivate customer leads.

● Profoundly comprehending the unique needs of customers and identifying lucrative sales

opportunities.

● Providing comprehensive responses to customer inquiries and promptly delivering

supplementary information.

● Keeping abreast of product and service updates, ensuring in-depth product knowledge.

● Methodically managing and updating a comprehensive customer database.

● Effectively elucidating and demonstrating the distinctive features of our products and services.

● Staying well-informed about competing products and services, and effectively positioning.

● Skillfully executing upselling strategies for our products and services.

● Conducting rigorous research to qualify new leads.

● Demonstrating a stellar track record in closing sales and consistently achieving sales targets.

WHAT DO YOU NEED TO BRING TO THE TABLE?

● 1-5 years of experience in a similar role within the Real Estate, Hospitality, Automobile, or

Insurance sectors. This is preferable but is not a barrier.

● A fervent enthusiasm for working in a target-oriented environment.

● Exceptional negotiation skills.

● Outstanding customer service skills.

● Excellent verbal communication skills in English; proficiency in additional languages is a

valuable asset.

● A keen understanding of timelines and a proactive approach to meeting deadlines.

● A proactive and tenacious attitude, coupled with a relentless pursuit of objectives.

● Strong organizational skills and the ability to manage multiple tasks concurrently.

● A remarkable memory; at any point in time, you will be driving multiple conversations where context is the king or queen!

● This is a 6-day work-week role. Weekends will be working since maximum action in Real

Estate happens on Saturday/Sundays

Project Manager cum Product manager job responsibilities: -

• Define specifications and business requirements.
• Create User Stories/Acceptance criteria.
• Work with all the stakeholders to understand the pain areas and needs. Identify opportunities to address pain points and provide a seamless experience for end users.
• Closely work with the technology team and other stakeholders to communicate the requirements and develop features.
• Perform quality assurance; make sure the newly developed solutions are working as per the acceptance criteria.
• Perform RCA and identify solutions for customer complaints and issues.
• Constantly be on the lookout for ways to improve, discover issues and deliver the highest value to the customer.
• Research and come up with Innovative ideas to improve the application and customer experience.
• Competition landscape tracking. Analyze leading market players and competitors to gain insights and implement innovative solutions to gain a competitive advantage over other apps.

RESPONSIBILITIES:

• Design, build, execute financial, strategic, and operational analysis across the company and products
• Visa arrangement
• Assist in quarterly and annual budgeting, planning, and forecasting process 
• Assist in month-end finance process including closing books, audit, Invoicing, A/R report, etc
• Assist in managing the HRIS system including data updates of all employee information changes and additions; ensure integrity and accuracy of People data 
• Monitor and report on all key HR metrics; manage the design, implementation and tracking of all People team KPIs 
• Provide useful data to help guide decision-making, and allow the company to scale effectively and efficiently
• Identify and recommend methods to automate, simplify, and enhance processes, procedures, and technology to support the finance and operations team

REQUIREMENTS:

• Must have completed Chartered Accountancy (CA) course
• 1-3 years of experience in finance and operations, preferably in a high-growth tech environment 
• Must show documented proficiency in project management - from project design to evaluation 
• Attention to detail; experience with analytics, metrics and business consulting skills preferred
• Candidate must be able to effectively synthesize disparate quantitative and qualitative data sets to make data-driven decisions quickly for the organization
• Ability to diagnose problems with strategic thinking skills, as well as drive appropriate solutions with self-initiative preferred
• Strong communication and collaborative skills to effectively support and connect with a diverse team
• Obsessive around moving critical business metrics and products

• Accurately recording details of customers’ purchase orders.
• Processing all customer purchases accordingly.
• Generating promising leads to pursue.
• Managing customer accounts by ensuring that existing customers remain satisfied with the company's services.
• Developing and sustaining solid relationships with customers to encourage repeat business.
• Understanding in-depth knowledge to make suitable recommendations based on customers' needs and preferences.
• Continually meeting or exceeding daily and monthly targets with respect to call volume and sales.

In a mobile-first world, there is always an inevitable risk posed by cyber security concerns, which is addressed by our client through API-based solutions. They focus on securing mobile-first enterprises against new age cyber fraud. Their aim is to reduce risk and accelerate the growth of all mobile transactions.

• Devising campaigns and strategies to increase end-consumer sign-up
• Being guardian for the Conversion rate optimization (CRO) for the entire merchant funnel - Landing page, Signup, Onboarding, Referral and Engagement
• Handling all merchant lifecycle communication to optimize merchant funnels via emails, sms, push notifications and more
• Working closely with Product team to create viral loops across the merchant and consumer lifecycle to drive sustainable product-led growth
• Working on content for various use cases and mediums - blogs, video scripts, ads copies, landing pages, social media copies, etc.
• Enabling sales and business teams with lead generation - sales kits, testimonials, case-studies to better the conversion funnel
• Improving merchant sign-ups to keep the top-line ticking - community building, webinars, event organization etc. to increase brand awareness

What you need to have:

• At least 3+ years experience working in D2C/ SaaS/ Payments space with focus on building strategies around growth, conversions, engagement and retention either in a product marketing/ growth marketing role
• Ability to build a trackable and transparent leads pipeline for sales teams to hunt
• Excellent verbal and written communication skills
• Experience with analytics and event tracking tools (Mixpanel, Google Analytics)
• Experience with marketing automation tools or CRMs
• Experience with HubSpot would be a bonus