Job Title: Operations Executive
Location: Remote (India)
Employment Type: Full-time
Salary: ₹15,000 – ₹20,000 per month
About the Company
TalentGum is a rapidly growing e-learning platform that aims to transform the landscape of extracurricular education worldwide. Founded in 2021, TalentGum offers expert-curated live-online courses in dance, music, public speaking, art, and chess, designed to foster the holistic development of children aged 4 to 14. The platform enjoys a strong reputation, with a 4.8/5 average Google rating and a learner base of 37,000+ students across 40+ countries.
With an innovative and fast-paced work culture, TalentGum provides employees with leadership opportunities, direct interactions with senior management, and exposure to different facets of business operations.
Job Description
We are looking for a dedicated and detail-oriented Operations Executive with strong communication and English writing skills. The ideal candidate will be responsible for managing customer interactions across various social media and messaging platforms, ensuring prompt query resolution, and maintaining data records. This role requires high levels of responsiveness, patience, and multitasking abilities to handle multiple customer conversations effectively.
Key Responsibilities for Operations Executive
- Customer Interaction Management:
- Monitor and respond to customer queries on Instagram, Facebook, and WhatsApp Business accounts.
- Provide accurate information about the company’s services, pricing, and course details.
- Follow up on customer inquiries and ensure their queries are resolved in a timely manner.
- Coordination with Internal Teams:
- Work closely with sales, technical, and marketing teams to address customer concerns.
- Escalate complex issues to the appropriate department and ensure timely resolution.
- Provide feedback to the product and marketing teams based on customer interactions.
- Customizing Customer Responses:
- Adapt responses according to customer needs, ensuring a personalized experience.
- Maintain professionalism, patience, and empathy while interacting with customers.
- Ensuring Service Efficiency:
- Ensure that no customer query is left unattended.
- Maintain zero backlog of unresolved customer queries.
- Monitor and track response times to improve service quality.
- Data Management:
- Keep detailed records of customer inquiries, feedback, and complaints in MS Excel.
- Analyze customer interaction data to identify trends and areas for improvement.
- Generate reports on response times and customer satisfaction levels.
Operations Executive Required Qualifications and Skills
- A graduate degree in any field (0-2 years of experience preferred).
- Excellent English communication and writing skills.
- Ability to multitask and handle multiple customers at the same time.
- Strong problem-solving skills and a proactive approach to customer service.
- Quick learner with the ability to understand different operational aspects of the company.
- Patience and empathy while dealing with customers.
- Proficiency in MS Excel for managing customer data.
- Previous experience in customer support, operations, or social media management is a plus.
Work Environment
- A dynamic, fast-paced startup culture.
- Flexible working hours.
- Opportunities for career growth and direct interaction with senior management.
- A collaborative environment that encourages ownership, creativity, and problem-solving.
10 Interview Questions and Sample Answers for Operations Executive
1. What do you know about TalentGum and why do you want to work here?
Sample Answer: TalentGum is an innovative e-learning platform that offers live-online courses in extracurricular activities for children. I admire how TalentGum focuses on holistic child development and has expanded to over 40 countries with a 4.8/5 rating. I want to work here because I am passionate about customer service and believe my skills in communication and operations align well with the role of Operations Executive.
2. How would you handle multiple customer queries at the same time?
Sample Answer: I would prioritize queries based on urgency and complexity. If multiple customers have similar questions, I would use standardized responses while personalizing them as needed. Efficient multitasking, quick decision-making, and maintaining a structured workflow would help me manage multiple queries effectively.
3. How would you handle a difficult or frustrated customer?
Sample Answer: I would remain calm, listen to the customer’s concern attentively, and acknowledge their frustration. I would then provide a clear, solution-oriented response, ensuring they feel heard and valued. If needed, I would escalate the issue to the relevant team for resolution.
4. How do you ensure accuracy while responding to customer queries?
Sample Answer: I would thoroughly understand the company’s services and pricing model before handling queries. I would also refer to internal documentation or coordinate with relevant teams to ensure my responses are accurate and up to date.
5. Can you give an example of a time you handled customer interactions on social media or messaging platforms?
Sample Answer: In my previous role, I managed customer inquiries on WhatsApp and Instagram for an e-commerce brand. I ensured timely responses, resolved complaints efficiently, and maintained a record of customer feedback to improve service quality.
6. How do you stay organized while handling large volumes of customer queries?
Sample Answer: I use tools like MS Excel or CRM software to track customer queries and responses. Setting reminders for follow-ups and categorizing queries based on their status (resolved, pending, escalated) helps me stay organized.
7. Why do you think patience and empathy are important in customer interactions?
Sample Answer: Customers may be frustrated or confused, and showing patience and empathy helps in building trust. Understanding their concerns and addressing them politely improves customer satisfaction and brand reputation.
8. How would you improve the response time for customer queries?
Sample Answer: I would ensure a well-organized workflow, use templates for common queries, and leverage automation where possible. Regular training on FAQs and best practices would also enhance efficiency.
9. What would you do if you are unsure about an answer to a customer query?
Sample Answer: I would acknowledge the query and assure the customer that I will find the correct information. I would then consult internal teams or company resources and respond with accurate details as soon as possible.
10. How do you handle feedback, especially if it is critical?
Sample Answer: I view feedback as an opportunity to improve. If I receive critical feedback, I analyze the issue, take corrective measures, and implement suggestions to enhance my performance.
Conclusion
This role is ideal for individuals who enjoy customer engagement, problem-solving, and working in a dynamic startup environment. TalentGum offers a great opportunity for career growth, skill development, and interaction with various teams, making it an exciting place to work for aspiring professionals in operations and customer service.
