Operations Coordinator

Key Responsibilities:

• Client Onboarding and Transition:
• Facilitate smooth transitions for clients post-sale, ensuring all initial paperwork, contracts, and details are completed.
• Guide clients through the onboarding process, explaining services, timelines, and key deliverables.
• Act as the main point of contact for clients to resolve any operational issues or queries after the sale.
• Customer Support & Relationship Management:
• Maintain regular communication with clients to address any concerns, questions, or issues that may arise after the sale.
• Monitor client progress and satisfaction to ensure services are being delivered according to agreed timelines and expectations.
• Build and maintain strong, positive relationships with clients to ensure repeat business and referrals.
• Service Delivery and Operations Management:
• Oversee the execution of services promised during the sales process, coordinating with internal teams to ensure timely and accurate delivery.
• Track the status of ongoing projects and services, ensuring that all deadlines are met and the quality of services aligns with client expectations.
• Identify potential issues early and take corrective actions to mitigate risks or delays in service delivery.
• Coordination with Sales and Marketing Teams:
• Work closely with the sales team to ensure all after-sales promises are communicated and delivered on time.
• Provide feedback to the sales and marketing teams on customer expectations and experiences to help improve future sales strategies and offerings.
• Ensure that all relevant sales documentation, client preferences, and service details are accurately transitioned to after-sales support teams.
• Process Improvement:
• Assist in refining and improving internal processes for after-sales support to increase efficiency, reduce delays, and improve client satisfaction.
• Provide input into developing tools, templates, and standard operating procedures (SOPs) to streamline the after-sales operation.
• Continuously monitor and assess the quality of after-sales services and suggest improvements based on client feedback.
• Reporting and Documentation:
• Maintain accurate and up-to-date records of all client interactions, service delivery timelines, and resolution of issues.
• Prepare periodic reports on client satisfaction, service delivery performance, and operational metrics for management review.
• Track and report on key performance indicators (KPIs) related to after-sales support, such as client retention rates, issue resolution times, and service feedback.
• Training and Support:
• Provide training and support to clients on products or services post-purchase to ensure they are utilizing them effectively.
• Develop resources, FAQs, and help guides for clients to access self-help options for common issues or questions.
• Client Feedback and Continuous Improvement:
• Actively seek client feedback after the delivery of services to assess satisfaction and areas for improvement.
• Use client feedback to implement changes and drive improvements in service offerings and operational processes.

Qualifications:

• Education: Bachelor’s degree in business administration, operations management, education, or related field.

Additional Information:

• The position offers opportunities for professional development and growth within the education consulting field.

Experience:

• 2-3 years of experience in operations, customer support, or after-sales coordination role, ideally within the education consulting or services industry.
• Proven experience managing client relationships and ensuring service delivery.

Skills:

• Excellent organizational and time management skills.
• Strong problem-solving abilities with a proactive approach to handling issues.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to work collaboratively in a team environment.
• Knowledge of CRM systems, project management software, and office tools (e.g., Microsoft Office Suite, Google Workspace).

Personal Attributes:

• Client-focused mindset with a passion for delivering exceptional service.
• Ability to handle multiple tasks and manage priorities in a fast-paced environment.
• Detail-oriented with strong follow-up skills.
• Self-motivated with a results-driven approach.

DROP YOUR UPDATED RESUME to operations@fransons.org .

Job Type: Full-time

Pay: Up to ₹25,000.00 per month

Work Location: In person

Application Deadline: 10/01/2025
Expected Start Date: 15/01/2025