Process Associate - Operations

Key Responsibilities

Client Relationship Management

- Build and maintain strong relationships with OEMs, insurers, and brands.

- Act as the primary point of contact for clients, ensuring effective communication.

- Understand client requirements and offer tailored InstaCare solutions.

Service Delivery & Operations

- Oversee the end-to-end fulfillment of warranty claims, returns management, and device repairs.

- Coordinate with internal teams (claims, logistics, and repair partners) to ensure service levels are met.

- Monitor case progress, ensuring timelines and quality benchmarks are achieved.

Sales & Business Development

- Identify new business opportunities and onboard potential clients.

- Promote Bigfix Assure protection plans and Warrantify APIs to OEMs and retailers.

- Develop proposals, present solutions, and negotiate contracts.

Process Coordination

- Collaborate with repair partners (ASP, GSP, and gig technicians) to ensure smooth case handling.

- Coordinate logistics for device pick-up and delivery.

- Work closely with the finance team to track costs, manage invoices, and ensure timely payouts.

Reporting & Documentation

- Maintain detailed records of client interactions, case statuses, and resolutions.

- Provide regular performance reports and insights to leadership.

- Track KPIs such as TAT (Turnaround Time), CSAT (Customer Satisfaction), and First Time Fix Rate (FTFR).

Compliance & Quality Assurance

- Ensure processes adhere to agreed SLAs (Service Level Agreements) and compliance standards.

- Address escalations promptly and implement corrective actions when needed.

Collaboration & Learning

- Work closely with the tech team to provide client feedback for platform improvements.

- Stay updated on industry trends, competitor strategies, and emerging technologies.

Key Skills for Success

- Strong communication and negotiation skills.

- Proficiency in CRM tools and process management platforms.

- Analytical mindset with a focus on performance improvement.

Job Types: Full-time, Permanent, Fresher

Pay: ₹12,000.00 - ₹15,000.00 per month

Benefits:

• Flexible schedule

Education:

• Bachelor's (Preferred)

Experience:

• Project coordination: 1 year (Preferred)

Language:

• Tamil (Preferred)
• English (Preferred)
• Telugu (Preferred)
• Hindi (Preferred)

Work Location: In person

Application Deadline: 14/12/2025