Executive/Sr Executive - Client Operations

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work. Our Culture by Design approach provides expert services to organizations looking to create great workplaces.

Our global team of 1,500 people hail from 58 countries and speak 62 languages. As programmers, researchers, designers, client professionals and craftspeople we create the tech, tools and awards that connect employees to purpose at thousands of companies. Join us as we help people all over the world thrive at work.

Role Overview

We are seeking a customer-focused professional to join our Client Operations team as an Executive. In this role, you will support client queries primarily through chat followed by emails and calls on company need basis, delivering prompt, clear and empathetic assistance to ensure an excellent service experience.

Key Responsibilities

• Respond to customer inquiries professionally and empathetically.
• Resolve issues accurately and within defined timelines.
• Research concerns thoroughly and coordinate with internal teams (support, logistics, product, etc.).
• Maintain high standards of written communication and meet service SLAs.
• Achieve performance targets for productivity, quality, response time, and customer satisfaction.
• Identify recurring issues and recommend process improvements.
• Document interactions and solutions accurately in CRM systems.
• Follow client-specific protocols and standard operating procedures.
• Participate in team meetings, training, and calibration sessions to enhance skills and knowledge.

Skills & Competencies

• Excellent written and verbal English communication.
• Empathy, clarity, and professionalism in all interactions.
• Strong attention to detail and problem-solving skills.
• Ability to prioritize and handle multiple conversations.
• Collaborative and responsive team mindset.
• Proficiency in using CRM tools and managing service tickets.
• Commitment to delivering outstanding customer experiences.

Qualifications & Experience

• Education: Bachelor’s degree from a recognized institution.
• Experience: Around 2 years in client servicing or customer support, preferably with email or chat communication.
• Preferred: Experience in B2B or SaaS-based support environments.

Shift & Work Schedule

• Shift Timings: 6:30 AM to 7:00 PM IST / 5:30 AM to 6:00 PM IST 
• Working days: Sat, Sun, Mon, Tue
• Weekly Offs: Wed, Thu, and Fri

Important Role Considerations

Due to the unique work schedule associated with this position, candidates are encouraged to assess the following before applying:

• Ability to sustain 12-hour shifts with consistent performance.
• Comfort with non‑traditional weekly offs (Wednesday, Thursday, Friday).
• Willingness to work on weekends as part of the regular roster.
• Availability of a stable, distraction‑free work‑from‑home setup with reliable connectivity.
• Flexibility to be available in office at least twice a month or depending on need of the company. 
• Physical and mental readiness for extended screen time and focused communication-based work.
• Strong self‑discipline, time‑management skills, and ability to operate independently.
• Alignment of the role’s schedule with personal routines, family commitments, and lifestyle preferences.
• Commitment to maintaining reliability, punctuality, and consistent service quality.