Client Operations Associate - Tamil

This is a remote position.

Job Description - Client Operations Associate

Company: Oppam Wellness Pvt. Ltd. (oppam.com)

Location: Remote

About Oppam

Oppam is Kerala's first 24/7 online counselling platform, having delivered 50,000+ therapy hours. We're building the technology backbone that connects clients with therapists reliably, privately, and at scale — across Malayalam, Tamil, and other languages.

Department Vision 

The Client Operations Department serves as the central hub for delivering Oppam's signature client experience across every Client touchpoint. 

Our mission is to:

• Deliver consistent, empathetic, and high-quality support across all communication channels.
  

• Capture and act on real-time feedback from clients and therapists as it happens rather than after the service is completed. 
  

• Build trust through every interaction by ensuring timely resolutions, proactive communication, and outstanding service delivery. 
  

• Continuously improve our services through structured documentation, Client insights, operational excellence, and technology. 
  

Major Roles & Responsibilities

As a Client Operations Associate, you will be responsible for:

• Handling Client interactions across chats, emails, phone calls, and future communication channels introduced by the company.
  

• Assisting clients with bookings, payments, rescheduling, cancellations, refunds, no show concerns, and general support. 
  

• Following all Standard Operating Procedures (SOPs), company policies, and Client service standards. 
  

• Delivering every interaction with empathy, professionalism, and a Client-first approach. 
  

• Providing appropriate therapist recommendations in accordance with company guidelines. 
  

• Collecting accurate Client feedback and documenting Client concerns, suggestions, and pain points. 
  

• Maintaining complete documentation of every Client interaction. 
  

• Escalating unresolved or complex cases to the Senior Client Operations Associate or reporting manager. 
  

• Contributing to continuous service improvement through accurate documentation and Client feedback. 
  

Standard Operating Procedures (SOPs) 

Every Client Operations Associate is expected to strictly follow all operational procedures, including but not limited to: 

• Client Communication Handbook (Chat Handbook), which may be revised from time to time. 
  

• Booking, payment, refund, cancellation, rescheduling, and no-show policies. 
  

• Therapist recommendation guidelines. 
  

• Communication standards across chats, emails, and calls. 
  

• Responding to Client enquiries within 5 minutes. 
  

• Resolving Client queries within 1 hour wherever possible. Cases requiring support from another department should be resolved within 24 hours. 
  

• Documentation standards for every Client interaction. 
  

• Proper use of the company's software, CRM systems, internal tools, and digital platforms. 
  

• Guiding and educating clients on using the Oppam platform, booking system, mobile application, and other digital features. 
  

• Encouraging Clients to utilize available self-service features while providing assistance whenever required. 
  

• Staying updated with new product features, software updates, and process improvements. 
  

Employees are expected to implement all revised SOPs immediately whenever new guidelines are introduced