apna

Apna is India’s leading Professional Networking Platform where users can search and apply for jobs for free, and employers can post job vacancies and hire quality candidates. **Job Description:** We are looking for **passionate, energetic, and career-driven freshers** to join our **Customer Support team** and begin their journey in a fast-growing, customer-first work environment. As a **Customer Support Specialist,** you will work directly with employers hiring on Apna and support them across **calls, emails, and chats**. This role is perfect for candidates who enjoy **problem-solving, communication, relationship-building, and creating great customer experiences.** The ideal candidate should have good communication skills in **English and Hindi**, a **customer-first mindset**, a positive attitude, and a strong willingness to learn **CRM tools, support processes, digital platforms, and professional customer success practices.** **Support Process Type:****Blended – Call Heavy/Open to chat and email **Type of Employer Queries:****Churn Management, Reactivation of customer, Job posting queries.

Role Description We are looking for passionate, energetic, and career-driven freshers to join our Customer Support team and begin their journey in a fast-growing, customer-first work environment. As a Customer Support Specialist, you will work directly with employers hiring on Apna and support them across calls, emails, and chats. This role is perfect for candidates who enjoy: - Problem-solving - Communication - Relationship-building - Creating great customer experiences The ideal candidate should have: - Good communication skills in English and Hindi - A customer-first mindset - A positive attitude - A strong willingness to learn CRM tools, support processes, digital platforms, and professional customer success practices Support Process Type: Blended – Call Heavy/Open to chat and email Type of Employer Queries: Churn Management, Reactivation of customer, Job posting queries. Key Responsibilities - Build strong customer support skills while working directly with employers and helping them resolve their queries. - Interact with employers through multiple channels such as calls, emails, and chats. - Provide prompt, polite, and accurate support. - Handle customer concerns with professionalism, patience, and empathy. - Create a positive customer experience. - Get hands-on exposure to digital tools such as CRM, ticketing systems, chat software, and other platforms. - Coordinate with internal teams such as Product, Sales, Marketing, and IT to escalate and resolve employer issues efficiently. - Understand customer problems, follow process guidelines, and provide effective solutions with confidence. - Willingness to work in rostered shifts (Day Shift) and open to be on camera during working hours. This is a great opportunity for freshers to start their career in customer support, work with a highly professional team, improve business communication, and develop strong problem-solving skills in a professional environment. Qualifications - Graduate with good communication skills in English and Hindi. - Confidence to interact with customers politely and professionally. - Minimum typing speed of 30 WPM. - Basic knowledge of tools like Zoom, Google Meet, and online platforms. - Laptop, stable Wi-Fi connection of at least 30 Mbps, and a dedicated work-from-home setup. - Comfortable solving customer queries, learning new processes, and working in a front-line support environment. - Flexible to work in rotational shifts, weekends, and extended hours when required. - Candidates who can join within 7 days will have an added advantage. Preferred Qualifications - Any internship or basic exposure to customer service, chat support, voice process, recruitment, CRM, or ticketing tools will be an added advantage. - Ability to understand customer concerns clearly and suggest suitable solutions with confidence. - Good written communication skills for managing chat and email support professionally. - Willingness to learn tools like Freshchat, CRM, ticketing systems, and internal platforms. - Positive team player with a strong learning mindset, ownership attitude, and eagerness to grow in a professional customer support environment.

Role Description We are seeking a highly motivated and detail-oriented Customer Support Manager to join our team. As a Customer Support Manager, you will be responsible for providing exceptional customer service and support to our clients through various communication channels, including calls, emails, and chats. The ideal candidate will have a background in chat/call processes and possess excellent communication skills in both English and Hindi. - Handle customer inquiries and provide prompt and accurate responses via calls, emails, and chats. - Maintain a high level of professionalism and empathy while addressing customer concerns and resolving issues. - Adhere to a rostered schedule with two rotational weeks off and be willing to work with a camera throughout the day. - Collaborate with internal teams to escalate and resolve customer issues efficiently. - Utilize digital tools and chat software effectively to communicate with customers and track interactions. - Analyze customer problems and propose appropriate solutions, demonstrating a proactive approach to customer service. - Ensuring timely resolution and customer satisfaction. - Demonstrated ability to work effectively in a team environment and handle escalations. Qualifications - 1 to 3 years of relevant work experience in customer support or related fields. - Graduation is mandatory, with a preference for candidates with experience in recruitment, BPO/KPO, Customer Success, Call center, or SaaS-related fields. - Proficiency in both English and Hindi, with a minimum typing speed of 30 words per minute. - Stable work environment with a reliable Wi-Fi connection (minimum speed of 30 Mbps) and a dedicated work-from-home setup. - Availability and flexibility to work in a rotational shift schedule, including weekends and extended hours. - Comfort and familiarity with digital tools such as Excel, CRM, ticketing systems, chat software, Zoom, Google Meet, and Calendly. - Ability to work in a front-line role handling customer queries for a minimum of 1 year. - Willingness to commit to the current role for a minimum duration and availability to start within a month. - Should be flexible and should be able to adapt to change. - Skills Required for the role - Typing speed of 30 wpm, Fluent in English, and Hindi. Requirements - Working: 6-day working rotational shifts. - Shift timings – The candidate should be flexible for 9AM to 8PM window. - Asset: The candidate need to have their own laptop, Wi-Fi, Power backup & proper office setup to sit and work.

• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails • Understand customer needs and requirements • Route qualified opportunities to the appropriate sales executives for further development and closure • Close sales and achieve monthly revenue targets • Research accounts, identify key players and generate interest • Maintain and expand your database of prospects within your assigned accounts • Perform effective online demos to high value prospects • Monday to Saturday working – Sunday fixed off.

• Search for senior executives on LinkedIn Sales Navigator (LSN) and copy paste the following details in Google Sheets/MS Excel. List of company names will be given • First name • Last name • Designation • LinkedIn profile URL - tools access will be given • Email address from contact finding tools like Lusha, EasyLeadz etc • Mobile number from contact finding tools like Lusha, EasyLeadz etc • Any other details per request • 250 contacts to be collated per day • Investigate data for discrepancies, fill gaps in incomplete records, and resolve other problems in existing data records • Keep information strictly confidential • Coordinate with internal stakeholders to gather requirement • Finish the task in the given designated timeline • Compile and send daily report to your stakeholders and manager • Take regular data back-up

• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails • Understand customer needs and requirements • Route qualified opportunities to the appropriate sales executives for further development and closure • Close sales and achieve monthly revenue targets • Research accounts, identify key players and generate interest • Maintain and expand your database of prospects within your assigned accounts • Perform effective online demos to high value prospects • Monday to Saturday working – Sunday fixed off.

Role Description We are looking for a customer-facing Solutions Architect who will work closely with enterprise clients to design and demonstrate Voice AI solutions integrated with their telephony infrastructure. This role is focused on solution architecture, enterprise engagement, technical demos, and documentation, rather than core platform development. You will work directly with customer telephony teams, IT teams, and infosec teams to design and deploy Voice AI solutions that integrate with platforms like Genesys, Avaya, Cisco, and cloud telephony providers. The role requires the ability to manage multiple enterprise engagements simultaneously and act as a bridge between Sales, Delivery, and Product teams. Key Responsibilities - Enterprise Solution Architecture - Design Voice AI solution architectures for enterprise deployments. - Integrate AI voice agents with telephony platforms such as: - Genesys - Avaya - Cisco Contact Center - NICE CXone - Amazon Connect - Define integration approaches with SIP trunks, PBX systems, PSTN, and cloud telephony providers. - Technical Demos & Proof of Concepts - Build and run technical demonstrations and POCs for enterprise customers. - Demonstrate Voice AI capabilities in real telephony environments. - Support customer pilots and early deployments. - Enterprise Customer Engagement - Conduct technical discovery sessions with enterprise stakeholders including: - Contact center teams - IT infrastructure teams - Telephony architects - Security and compliance teams - Translate business requirements into solution architectures and deployment approaches. - Solution Documentation & Technical Artifacts - Prepare and share solution documentation with customers, including: - Solution architecture documents - Integration design documents - Deployment architecture diagrams - API integration documentation - Security and compliance documentation - RFP technical responses - Infosec & Compliance Discussions - Work with customer infosec and compliance teams during deployment reviews. - Provide documentation around: - Architecture - Data flows - Security controls - Hosting and data residency - Support enterprise security questionnaires and architecture reviews. - Cross-Team Collaboration - Work closely with Sales teams during enterprise deals. - Coordinate with Delivery teams during implementations. - Ensure smooth transition from pre-sales to deployment. - Multi-Customer Ownership - Manage multiple enterprise engagements simultaneously. - Act as the primary technical point of contact during pre-sales and early deployment stages. - Ensure customer success during pilots and solution rollout. Qualifications - Strong familiarity with enterprise telephony ecosystems: - Genesys - Avaya - Cisco Contact Center - NICE CXone - Amazon Connect - Understanding of: - SIP / RTP - PSTN - PBX systems - IVR flows - SIP trunking - Call routing - Experience working with: - Voice bots - Conversational AI platforms - Contact center automation solutions - Nice to have experience with: - Speech technologies (STT / TTS) - LLM-based conversational systems - Voice AI platforms - Experience designing enterprise integrations involving: - APIs - CRM systems - Contact center software - Telephony infrastructure - Ability to create clear technical artifacts such as: - Architecture diagrams - Solution design documents - Security architecture explanations - Integration documentation - Excellent communication and presentation skills. - Ability to engage with enterprise stakeholders. - Comfortable running technical workshops and demos. Ideal Candidate Profile - Has strong understanding of enterprise contact center systems. - Is comfortable engaging with enterprise customers. - Can run demos and solution workshops. - Is capable of managing multiple enterprise customers simultaneously. - Works well with sales and delivery teams. Nice to Have - Experience with LLMs or generative AI. - Experience with conversational AI platforms. - Experience in BFSI or large enterprise deployments. - Experience working with CPaaS platforms.

• Provide personalized academic and career counseling, addressing inquiries on courses, eligibility, admissions, fees, and scholarships. • Educate prospective students on program features, pedagogy, and career prospects. • Generate and manage a strong sales pipeline through cold calling and inbound inquiries. • Convert leads into enrollments while consistently meeting monthly targets. • Systematically handle applications and maintain clear communication with parents. • Follow up on enrollment confirmations and collaborate with the admissions team to achieve targets. • Stay informed about industry trends, competitive programs, and emerging career opportunities. • Maintain accurate records of counseling interactions in the CRM. Expand and manage a database of prospective students.

• Handle customer inquiries and provide prompt and accurate responses via calls, emails, and chats. • Maintain a high level of professionalism and empathy while addressing customer concerns and resolving issues. • Adhere to a rostered schedule with two rotational weeks off and be willing to work with a camera throughout the day. • Collaborate with internal teams to escalate and resolve customer issues efficiently. • Utilize digital tools and chat software effectively to communicate with customers and track interactions. • Analyze customer problems and propose appropriate solutions, demonstrating a proactive approach to customer service. • Ensuring timely resolution and customer satisfaction. • Demonstrated ability to work effectively in a team environment and handle escalations

**Key Responsibilities:** 1. Lead Qualification * Qualify potential leads using CRM and referrals based on budget, decision-making authority,need, and timeline 2. Sales Cycle Management * Manage inbound and outbound sales efforts—track and nurture leads through CRM systems;deliver product demos or presentations. * Negotiate pricing and close deals; issue quotes, proposals, and contracts to clients. 3. Pipeline & CRM Management * Maintain accurate, up-to-date records of client interactions and sales activities in CRM tools. * Provide regular reporting and sales forecasts to management. 4. Collaboration & Customer Feedback * Coordinate with marketing to align campaigns and share market insights. * Relay customer feedback to product and support teams, aiding strategy refinement. 5. Product Knowledge & Market Awareness * Stay informed on products, services, pricing updates, and competitor offerings. * Conduct market research to identify trends and opportunities. 6. Post-Sales Support & Relationship Management * Engage in follow-ups to ensure customer satisfaction, address issues, and explore cross-sell/up-sell opportunities