Process Associate, Non-voice

About the Role

FreeElective Network Pvt. Ltd. is seeking a conscientious, enthusiastic, detail-oriented individual to provide support with a variety of backend, non-voice business processes for Jodi365.com, a premium, personalized matchmaking service. No prior experience is necessary; freshers are welcome. The position offers the opportunity to work in a fast-paced entrepreneurial environment and derive satisfaction from assisting people with life-changing decisions.

Key Responsibilities

• Review submitted user profiles to ensure compliance with the code of conduct and terms of service.
• Communicate established terms, apparent violations, and required edits to users.
• Respond to user inquiries and complaints clearly, objectively, and patiently.
• Maintain intimate knowledge of the product/service and exercise good judgment in user interactions.
• Proactively communicate with customers to preserve the customer base and promote service value.
• Track user feedback and collaborate with the customer support manager and community manager to update the online Help Center.
• Work closely with the customer support manager to resolve user issues efficiently.
• Ensure a consistent tone, style, and approach in responding to user inquiries and concerns via non-voice channels (CRM notifications, email, live support chat).
• Remain current with training, policy, and procedural updates.
• Collaborate with the management team to devise processes, tools, or features to reduce tickets.
• Assist the management team in ensuring efficient workflow progress and transforming business visions into reality.

Requirements & Tech Stack

• Genuine interest in helping users through a potentially life-changing experience.
• Good reading comprehension.
• At least basic communication skills in English.
• Familiarity with web technology and comfort with the Internet.
• No college degree necessary.
• No prior work experience necessary – freshers are invited to apply.

Preferences

• Prior experience in any process-related or customer-facing job.
• Fluent in at least one regional Indian language.
• Ability to excel in a metrics-driven environment.
• Familiarity with customer relationship management (CRM) software tools.
• Experience with consumer-facing, interactive websites or mobile apps.

Desired Soft Skills

• Team player with strong analytical and project management skills.
• Organized and detail-oriented individual who works well with deadlines.
• Willingness to learn, switch roles as necessary, and roll up one's sleeves to get a job done.
• Self-starter with the ability to work independently in a fast-changing environment.
• Energized by the opportunities and challenges of working at a small and growing company.