Sr Associate, Customer Operations

About WedMeGood

WedMeGood is India's leading wedding discovery platform. The company is building a SaaS platform to help wedding venues, banquets, resorts, and hospitality businesses manage leads, automate customer interactions, improve conversion, and operate more efficiently.

About the Role

• Location: Gurugram
• Role Summary: A proactive and customer-focused professional to manage vendor communication through emails, calls, and chats. This role involves handling vendor queries, managing mailbox operations, identifying business opportunities, and converting potential vendor inquiries into successful business opportunities.

Key Responsibilities

• Vendor Mailbox Management:
• Monitor and manage the vendor mailbox daily.
• Respond to incoming vendor emails promptly and professionally within the given TAT.
• Understand vendor queries, concerns, and requirements, and provide appropriate resolutions.
• Categorize, prioritize, and route emails to the relevant departments.
• Ensure timely follow-ups on pending emails and unresolved queries.
• Maintain accurate records of vendor interactions and communication.
• Customer Support – Calls & Chats:
• Handle inbound and outbound vendor calls and chat interactions.
• Provide accurate information regarding products, services, processes, and business opportunities.
• Resolve vendor queries and concerns professionally and with a customer-friendly approach.
• Ensure a positive vendor experience through effective communication.
• Escalate complex issues to the concerned teams for timely resolution.
• Opportunity Identification & Conversion:
• Identify potential business opportunities from incoming vendor inquiries.
• Understand vendor requirements and assess their business potential.
• Engage with prospective vendors to explain relevant offerings and benefits.
• Follow up with interested vendors to move opportunities through the conversion funnel.
• Convert qualified inquiries into successful vendor onboarding or business opportunities.
• Maintain a proper follow-up pipeline and track conversion status.
• Coordination & Reporting:
• Coordinate with internal teams for vendor onboarding, query resolution, and opportunity closure.
• Maintain daily reports of emails, calls, chats, and conversions.
• Track pending cases, follow-ups, and conversion metrics.
• Ensure adherence to defined turnaround times (TAT), quality standards, and process guidelines.

Requirements & Tech Stack

• Excellent verbal and written communication skills.
• Good email drafting and professional correspondence skills.
• Strong interpersonal and customer-handling abilities.
• Basic sales, lead generation, and opportunity conversion skills.
• Ability to handle multiple queries across calls, chats, and emails.
• Strong follow-up, negotiation, and convincing skills.
• Good problem-solving and time-management abilities.
• Basic knowledge of MS Office, Excel, CRM, and email management tools.
• Target-oriented and customer-centric mindset.

Qualifications

• Graduate in any discipline (preferred).
• 0–3 years of experience in Customer Support, Vendor Management, Email Support, Inside Sales, or Business Development.
• Freshers with excellent communication and convincing skills may also apply.

Key Performance Indicators (KPIs)

• Vendor email response time and resolution TAT.
• Number of calls and chats handled.
• Email and interaction quality scores.
• Vendor query resolution rate.
• Follow-up adherence and pending case management.
• Qualified opportunities generated.
• Vendor onboarding and opportunity conversion rate.
• Overall vendor satisfaction.