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Job Opening details:-
Company Name :- Milaap
Position Name :- Business Operations Associate
Company Location :- Bengaluru, Karnataka
Job Category : General Category 2
Full Job Description :-
Milaap is India’s largest crowdfunding platform for personal, medical and social causes. Our mission is to make it easier for people to raise money online for the needs and causes that matter to them, their loved ones, their neighborhood and the larger community.
Our community of donors and fundraisers come from 130+ countries across the world and have raised over INR 600 Crores for 100,000 unique campaigns and projects across India. Over the last seven years, Milaap has become the preferred platform for people to raise and contribute towards causes they care about in India.
We’re changing the way people think about giving. Not that long ago, giving was just restricted to a large NGO or charity. We’ve ipped the context of giving from donating to an organization to directly helping an individual, a friend/colleague/family member or even a stranger when they need the most.
Whether it’s a medical emergency, sports athlete, or an animal shelter, we use technology to enable people to share their authentic stories and receive support.
The Role: Business Operation Analyst
Milaap is seeking highly motivated individuals with 0-2 years of experience looking to join our User Engagement team. Public interaction is at the core of what we do at Milaap supporting more than 800,000+ users and millions of visitors across 130+ countries. We believe in having conversations as real people and not ‘support tickets’. Each conversation is unique and the way we handle and respond to the concerns of our users has a direct impact on our business and the user we serve. This is an incredibly fast-paced job where you are required to move quickly and think on your feet.
You will provide assistance to users on mail, WhatsApp, phone, social media and live chat support channels
Providing valuable insights and work with stakeholders such as product and technical teams on customer behavior and customer feedback
Gain a strong understanding of the product and business and work towards improving customer experience
Be a single point of contact for all customer related queries and information Help in rening and enhancing the process and product for better user and customer experience
Perform verication tasks for campaigns running on the platform and evaluate/investigate the cause in order to certify trust
Work towards ultimate customer happiness by identifying and problem solving issues and processes
0-2 years full-time work experience, preferably in customer facing roles, operations, or any customer oriented role
Excellent written and verbal communication skills in English and Telugu and/or Kannada.
Ability to read and write in Hindi is an advantage
Ability to interact with dierent stakeholders to get the job done
Someone who can pay close attention to detail – You must have an eye for minute details and precision
Ready to work in shifts (rotating day/night shifts, rotating weekend os – total working hours will be 40 hours a week, 5 days,8 working hours each day) Applicant must preferably be a graduate or post graduate
Strong phone contact handling skills and active listening Ability to multi-task, prioritize, and manage time eectively
Who are you
Empathetic: You genuinely care about people and want to help them. You are obsessed with customer experience, and instantly build a rapport with the customers by listening to them with attentiveness, probing if required, acknowledging the issue, and displaying a genuine willingness to help. You remember people and your earlier conversations with them.
Problem solver: Not all customer queries and issues are straightforward. You are someone who is passionate about putting the customer rst and nding right solutions no matter how challenging the situation.
Attention to detail: You are someone who has a keen eye for details and achieves thoroughness and accuracy when handling customer queries or providing information.
Great communicator: You have a way with words and enjoy expressing your thoughts precisely and clearly in your emails, on social media and phone conversations that reect our values – humble, approachable and sincere. People enjoy what you write and love reading an email from you.
Keen observer: You look and listen for subtle clues about the customer’s current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive. You are the face of the company who is passionate and thrives to make a positive impact.
Grammar enthusiast: You know the dierence between “Your” and “You’re”. Hustler: You love to thrive in a fast-paced, high-pressure environment with a willingness to learn. You are a go-getter who understands that your customers are people too, and knowing that going the extra mile will come back to you ten- fold and help in your growth.
Process compliant: You look at know how to balance freedom of expression and process compliance and love analyzing ways to scale support
Comfortable with ambiguity: You understand that all answers are not readily available and you’ll be a part of nding answers
Driven by career growth: You’ll join the fastest growing team at Milaap and are driven by building a career in customer relationship management.
If interested please send your resume to “email@example.com” with the Subject line “Business Operations Associate” also please give us your Previous/ Current CTC details in the same mail trail.
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