Business Process Associate- Kannada

5 days ago

Hyderabad, Telangana, India Oliva Skin & Hair Clinics Full time ₹ 30,00,000 - ₹ 60,00,000 per year

Job Title: Business Process Associate

Company: Oliva Skin and Hair Clinic

Industry: Wellness / Healthcare

Location: Hyderabad

Package: 3 LPA onwards

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).

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