Petfully Yours

We are seeking a proactive Operations Executive to support day-to-day operational processes. The role includes ticket management, process tracking, and coordination between teams and customers to ensure smooth ticket resolution. The candidate should be comfortable in handling outbound calls to customers, especially in cases where customers are not responding to doctors calls or operational follow-ups. Key Responsibilities: Ticket Management & Assignment Monitor incoming tickets and assign them to the appropriate team members or departments. Track ticket status to ensure timely resolution and escalation when needed. Maintain service-level timelines and follow up on pending tickets. Process Tracking & Reporting Track ongoing operational processes and identify bottlenecks or delays. Prepare and share daily/weekly operational RCA and new ideas if any. Maintain accurate documentation and logs of operational workflows. Operational Coordination Coordinate between cross-functional teams (Support, Quality, Tech, etc.) for smooth execution. Support process improvement initiatives and ensure adherence to standard operating procedures (SOPs). Handle day-to-day administrative and process-oriented tasks to support operations. Data & Performance Monitoring Collect and analyze operational data to identify trends or areas for improvement. Assist in preparing performance metrics and process compliance reports. Customer-Facing Responsibility Act as a bridge between customers and doctors. Make outbound calls to customers if they are not responding to doctors calls or require follow-up. Collect details from customers through calls, emails, or messages. Handle customer interactions professionally with clarity, empathy, and ownership. Coordinate internally to ensure customer concerns are resolved promptly and accurately. Skills & Qualifications: 1 - 4 years of experience in operations, coordination, or customer support roles. Proficient in Excel/G-Sheets, ticketing systems (e.g., Freshdesk), and reporting tools. Strong communication and organizational skills. Ability to multitask and work under minimal supervision. Excellent call handling and communication skills with a customer-centric approach. Analytical mindset with attention to detail. Key Attributes: Process-driven and accountable. Proactive problem solver with ownership mindset. Collaborative and team-oriented. Quick learner and adaptable to changing priorities. Work Schedule: Day Shift / Rotational / Flexible based on business needs