Operations Support

Job Title: Operations Support

Company: Cogncise Business Services Pvt Ltd

Location: Goa (On-site)

Experience: Fresher

Job Timings: 5am – 2pm IST

Employment Type: Full-time, Permanent

Department: Operations / Projects

About Us

Cogncise Business Services is a fast-growing business solutions company with expertise across energy efficiency, marketing, and customer engagement. We partner with leading energy providers to help households in Oceania region adopt renewable energy solutions from solar panels and batteries to state-driven energy efficiency upgrades.

Position Overview

We are seeking a detail-oriented and experienced Audit and Compliance Executive to join our team and ensure adherence to the Program regulations and internal compliance standards. This role is critical in maintaining the integrity of compliance, verifying documentation accuracy, pictures and ensuring compliance with the program guidelines. The successful candidate will play a key role in safeguarding operational efficiency, mitigating compliance risks and supporting audit readiness.

CRM Management

• Maintain up-to-date customer profiles, complaint histories, and communication logs in the CRM.
• Track case progress and ensure all stages—from creation to closure—are documented.
• Monitor SLA timelines and set reminders or follow-up tasks inside the CRM.
• Generate daily/weekly reports from the CRM on open cases, resolved issues, and customer trend

Customer Communication & Coordination

• Respond to customer emails promptly and courteously.
• Provide status updates and follow-ups on a regular basis through email or phone.
• Coordinate with customers for required information, documents, or troubleshooting steps.
• Handle inbound calls related to complaints, inquiries, or status updates.

Troubleshooting & Issue Resolution

• Perform initial troubleshooting based on the customer’s description and CRM data.
• Suggest quick solutions when possible or escalate the case to technical/operations teams.
• Record all troubleshooting steps and findings in the CRM.

Documentation & Reporting

• Ensure all communication, actions, and resolutions are documented in the CRM.
• Prepare daily/weekly/monthly reports for management using CRM analytics.
• Identify recurring issues and report trends for process improvement.

Service Quality & Customer Satisfaction

• Ensure timely response and resolution according to SLAs.
• Conduct follow-up calls/emails after issue resolution to confirm customer satisfaction.
• Recommend improvements to enhance customer experience and reduce repeat complaints.

Compliance & Data Privacy

• Follow company procedures and complaint-handling standards.

Complaint Logging & Case Creation

• Receive customer complaints via email, inbound calls, or online forms.
• Create and update complaint cases in the CRM system with complete and accurate information.
• Assign priority levels and categorize complaints properly

Reporting Line

Reports to: Operations Manager

Join us and play a key role in helping Oceania households move towards a cleaner and greener future.

Job Types: Full-time, Permanent, Fresher

Pay: ₹200,000.00 - ₹300,000.00 per year

Work Location: In person