Company Overview:
TalentGum, a dynamic and rapidly growing e-learning platform founded in 2021, is revolutionizing extra-curricular education for children across the globe. With a focus on holistic child development, the company offers expertly designed live online courses in areas such as dance, music, public speaking, art, and chess. Catering to children aged 4 to 14, TalentGum has established a global presence, delighting over 37,000 learners across 40+ countries. With a stellar 4.8/5 Google rating, TalentGum is proud to be a trusted name in modern education.
Role Overview: Operations Executive
TalentGum is seeking a driven and detail-oriented Operations Executive to join its enthusiastic team. As the Operations Executive, you will be the first point of contact for potential customers and learners, primarily via social media channels and WhatsApp Business accounts. You will play a crucial role in ensuring an excellent customer experience by providing timely, helpful, and personalized responses.
This role is ideal for fresh graduates or individuals with up to 2 years of experience who have excellent communication skills, a proactive mindset, and a passion for ensuring smooth customer journeys.
Key Responsibilities: Operations Executive
- Customer Communication: Monitor and promptly respond to incoming messages and queries on Instagram, Facebook, and WhatsApp Business accounts.
- Professional Messaging: Ensure replies are customized, polite, and tailored to the needs of each prospective or existing customer.
- Coordination Across Teams: Liaise with the technical, sales, and marketing departments to resolve queries or complaints in a timely and efficient manner.
- Feedback Collection: Follow up with customers to gather feedback, confirm query resolution, and ensure satisfaction.
- Chat Management: Maintain an organized record of all customer interactions to avoid backlog or missed follow-ups.
- Service Knowledge: Develop a deep understanding of the company’s offerings, pricing structure, class models, and internal team workflows to ensure accurate communication.
- Reporting: Use MS Excel or CRM tools to manage customer data, track common issues, and provide insights to improve service quality.
- Support Sales Efforts: Occasionally assist in converting leads by offering basic product knowledge, sharing benefits, and scheduling demos or callbacks.
Requirements: Operations Executive
- A graduate degree in any stream.
- 0–2 years of relevant work experience in customer service, operations, or communication roles.
- Exceptional English communication skills, especially written.
- Strong multitasking ability to manage multiple chat windows simultaneously.
- High degree of patience, empathy, and emotional intelligence.
- Quick learner with a problem-solving attitude.
- Proficiency in MS Excel for managing reports and feedback logs.
- Reliable internet connection and ability to work remotely.
Why Join TalentGum?
- Be a part of an innovative start-up reshaping education.
- Work remotely with flexible hours.
- Exposure to senior management and cross-functional teams.
- Opportunity for fast career progression.
- Engage with a fun, young, and enthusiastic team.
- Leadership and learning opportunities that foster creativity and independent thinking.
Salary:
₹15,000 – ₹20,000 per month
(Performance-based incentives may be available)
🗣️ Sample Interview Questions & Answers
1. Why do you want to work as an Operations Executive at TalentGum?
Answer:
I admire TalentGum’s mission of enriching children’s lives through extra-curricular learning. As someone who enjoys customer communication and has strong writing skills, I see this role as an opportunity to contribute meaningfully while growing professionally. The remote setup and collaborative culture also align with how I work best.
2. How would you handle a customer complaint received via WhatsApp?
Answer:
First, I’d acknowledge their concern immediately and assure them I’m here to help. Then I’d gather all necessary details, coordinate with the relevant department for resolution, and follow up with the customer with updates. I’d also ensure they are satisfied with the final resolution and log the conversation for future reference.
3. How do you prioritize multiple chats at once during peak hours?
Answer:
I assess the urgency of each message—complaints or sales inquiries come first, followed by general questions. I use templates for quick replies where appropriate but always personalize them. I also make notes to ensure I follow up if a case needs more time to resolve.
4. Give an example of how you managed a difficult customer.
Answer:
At my previous internship, a customer was upset about a delay in a demo class. I listened patiently, apologized sincerely, and explained the cause of the delay. I arranged an early reschedule, followed up afterward, and even offered a free trial session. They ended up enrolling their child in a course.
5. What tools or platforms are you comfortable using for managing operations remotely?
Answer:
I’m proficient in MS Excel and Google Sheets for tracking data. I’ve used WhatsApp Business for communication and CRM tools like Zoho and HubSpot during college projects. I can quickly adapt to any new platform your team uses.
6. How do you ensure the tone of your messages reflects the brand’s values?
Answer:
I always align my tone to be empathetic, professional, and child-friendly—considering that TalentGum deals with parents. I maintain a helpful and cheerful tone, ensuring clarity while avoiding technical jargon unless necessary.
7. How do you stay organized in a remote role?
Answer:
I maintain a structured daily to-do list, set reminders for follow-ups, and use productivity tools like Trello or Notion. I keep all customer records updated in Excel/CRM and schedule end-of-day reviews to ensure nothing is missed.
8. Tell me about a time you learned something new quickly.
Answer:
During college, I had to lead a project using Google Data Studio—a tool I’d never used before. I watched tutorials, practiced for two days, and ended up presenting visual dashboards to my professor and classmates, who appreciated the clarity of the data.
9. What would you do if you don’t know the answer to a customer’s query?
Answer:
I’d first let the customer know I’ll get back to them shortly. Then I’d reach out to the relevant team or check the internal knowledge base. Once I have the correct info, I’d respond clearly and follow up to ensure their question is resolved.
10. How do you deal with repetitive tasks like replying to similar customer queries daily?
Answer:
I treat each interaction as an opportunity to make a customer feel valued, even if the query is common. I use templates for efficiency but personalize each response. I also look for patterns in queries to suggest improvements or FAQs for better workflow.
