Senior Operations Associate: US Non-Sales Process

Job Location: Rajarajeshwari Nagar, Bengaluru

mobile/whatsapp: 9740008182

email: jobs@infoliam.com

experience: 2+ years international voice process experience needed

if you do not have US Accent or Neutral English Accent, this job is not for you.

Job Summary

We’re hiring an Operations Associate to support our custom workflow for US customers (they have their service requests). You will help coordinate service requests, communicate updates to customers and drivers, and keep job records accurate in our system.

This role is ideal for candidates with strong communication, attention to detail, and the ability to stay calm in fast-moving situations. We expect 20 calls in 8 hour day shift and 40 calls in 8 hours in night shift. Its not goal oriented like Sales Call. This is inbound Process.

Key Responsibilities

1) Customer Communication & Support

• Speak with customers to confirm essential details (location, vehicle details, issue type, contact number).
• Provide clear updates and set expectations professionally (ETA updates, next steps).
• Handle upset or anxious customers calmly and respectfully.
• Follow scripts and escalation rules for urgent situations.

2) Job Coordination (Training Provided)

• Assign service requests to available drivers/vendors based on instructions and internal guidelines.
• Coordinate with drivers for updates, arrival confirmation, and job completion status.
• Monitor active requests and update information when situations change (location corrections, customer not reachable, driver delays).
• Escalate issues to a senior team member when needed (safety risks, breakdowns in coordination, special cases).

3) Documentation & System Updates

• Enter and update job details accurately in internal software.
• Maintain clean notes: what happened, what was communicated, and current status.
• Ensure every request is properly updated and closed with correct details.
• Support shift handovers by leaving clear, complete updates for ongoing cases.

4) Process & Quality

• Follow SOPs exactly and meet quality standards for communication and documentation.
• Participate in training, refreshers, and feedback sessions to improve performance.
• Maintain professionalism, confidentiality, and data security while handling customer information.

What Success Looks Like (Simple, Practical)

• Accurate information captured in the system
• Clear communication with customers and drivers
• Timely updates without missing steps
• Consistent adherence to SOPs and escalation rules

Required Qualifications

• Strong spoken English (clear and professional phone communication).
• Basic computer skills (typing, copying details accurately, switching between screens).
• Ability to multitask and stay focused under pressure.
• Willingness to work US shifts (night shifts in India / US business hours).
• High integrity and respect for customer privacy.

Preferred (Not Mandatory)

• Any experience in customer support, call center, logistics, operations, or coordination roles.
• Familiarity with maps/location sharing (Google Maps basics).
• Comfortable handling call and chat volume.

Work Details

• Shift: US operations (night shift may apply)
• Work Mode: Office
• Training: Provided (process + system + scripts + escalation rules)
• Location: Rajarajeshwari Nagar, Bangalore

Compensation & Benefits

• Salary/CTC: 3.0 to 4.5LPA
• Incentives (optional): Performance-based

Job Type: Full-time

Pay: ₹300,000.00 - ₹450,000.00 per year

Application Question(s):

• Are you willing to work in rotational shift?

Language:

• Fluent English (Required)

Work Location: In person