Operations Associate

About Apna

About Company

Founded in 2019, Apna is India’s largest professional networking and jobs platform for >250M members of India’s rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap.

We help candidates build their digital professional identities, find the best-fit hyperlocal jobs, grow their network, and learn new skills to grow their careers. Employers can find the best talent and hire for over 70 different roles in < 48 hours.

Having raised $190+ million from marquee investors like Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, Rocketship. vc, and Greenoaks Capital, Apna is on a mission to enable livelihoods for billions in India.

Requirements

Responsibilities:

• Regularly update and enhance help center articles to ensure accuracy and relevance.
• Create concise and informative instructional videos to assist users in understanding our products/services.
• Maintain and update Standard Operating Procedures (SOPs) to reflect the most current processes and workflows.
• Proactively address customer queries and concerns through various channels like call and chat/email
• Handle customer escalations efficiently and effectively, ensuring timely resolution.

Requirement:

Communication Skills:

• Excellent written and verbal communication skills.
• Ability to handle customer escalations with professionalism and empathy.

Experience:

• Proven 1-3 years of professional experience in operations, preferably in a customer support or knowledge management role.
• Demonstrated expertise in updating help center articles, creating instructional videos, and maintaining SOPs.

Technical Proficiency:

• Familiarity with content management systems (CMS) for updating help center articles.
• Basic video editing skills for creating instructional videos.

Preferred Parameters:

• Basic project management skills to prioritize and execute tasks effectively.
• Proficiency in Excel, CRM, or ticketing systems.
• Capability to analyze and propose solutions to customer problems.
• Ability to handle escalations or L1 queries effectively.
• Experience in implementing process improvements. has to changed to knowledge of MS office, content creation, creating snippets edit video's interpersonal skill
• Ability con converse within teams