Operations Associate - Expert Onboarding

New Delhi, Delhi, India | 1Lattice | Full-time

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About us: 1Lattice™ is a 360-degree business decision support partner with a tech-enabled services stack of data, people network and custom research. Powered by advanced tech tools and unique data-gathering approaches, 1Lattice is an integrated product suite to make decisions smartly, right from Inputs to Validation to Execution to Measurement. 1Lattice works with clients and partners globally, helping clients solve a wide variety of organizational and business challenges through actionable research-led insights. 
  
 We're hiring an Operations Associate for our 1Expert team in Delhi. As part of our expert onboarding team, you’ll be responsible for onboarding professionals with more than 10 years of work experience in 1Lattice’s network of experts. You will be making sure the professional experts are onboarded as per the client’s requirements in timely and smooth manner.  
 
 Key responsibilities 
  • Understanding the scope of the project and shortlisting the experts as per the requirements on Linkedin  
  • To reach out to the professional experts via email, Linkedin messages and/or Call 
  • Make outbound calls to prospective and existing Experts 
  • To screen the expert as per the screener questions and criteria shared by the client 
  • Take the complete ownership of the Expert’s relationship with 1Lattice starting from onboarding to invoicing 
  • Schedule appointments or callbacks as required by client
  • To Provide accurate information about the conversation to be done with the client
  • Conduct follow-up calls to ensure Expert satisfaction
  • Handle Expert complaints and provide appropriate solutions
  • Escalate unresolved issues to the relevant department
  • Stay updated on service offerings, pricing and promotions of 1Lattice
  • Provide detailed information and address Expert queries confidently
  • Prepare and submit daily/weekly/monthly call reports
  • Track performance metrics and report to supervisors. 
  • Adjust communication strategies based on Expert responses. 
  • Adapt to changes in scripts or call strategies as needed 
  • Should be open to work on international projects which may lead to work in non-Indian Standard Time. 
Key Skills: 
  • Customer-centric attitude, excellent communication and interpersonal skills. 
  • Proven experience in communicating effectively and building relationships quickly over the phone, email and messages 
  • Focused approach to problem-solving along with a strong background in networking. 
  • Very good listener, and deep empathy toward clients to respond to their needs 
  • 0-1 years experience 
  • Fantastic Communication and writing skills – both verbal and written 
  • Graduate
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