Job Purpose
The Telecaller is responsible for communicating with prospective and existing clients through phone calls, WhatsApp, email, and other communication channels. The role focuses on promoting Hugcare's services, scheduling appointments, following up with enquiries, maintaining customer relationships, and providing excellent customer service while representing Hugcare professionally.
Key Duties & Responsibilities1. Customer Communication
- Make outbound calls to prospective and existing clients.
- Receive inbound calls professionally and courteously.
- Explain Hugcare's services, programs, and facilities.
- Answer customer enquiries accurately and confidently.
- Maintain a polite, friendly, and professional attitude during every interaction.
2. Appointment Scheduling
- Schedule counselling appointments for psychologists and psychiatrists.
- Coordinate appointments with the reception and clinical teams.
- Confirm, reschedule, or cancel appointments as required.
- Send appointment reminders to clients.
3. Lead Management
- Follow up with new enquiries generated through social media, websites, advertisements, referrals, and walk-ins.
- Maintain regular communication with potential clients.
- Convert qualified enquiries into confirmed appointments.
- Update the lead status in the CRM or company records.
4. Sales & Service Promotion
- Promote Hugcare counselling services, psychology consultations, psychiatric services, corporate wellness programs, internships, workshops, and training programs.
- Inform clients about ongoing offers, awareness campaigns, and new services.
- Identify client needs and recommend suitable Hugcare services.
5. Customer Relationship Management
- Build and maintain positive relationships with clients.
- Follow up after appointments to ensure client satisfaction.
- Address client concerns professionally and escalate issues when necessary.
- Maintain high standards of customer service.
6. Record Keeping
- Maintain accurate records of calls, enquiries, appointments, and follow-ups.
- Update customer information in the company's CRM or database.
- Prepare daily and weekly call reports.
- Ensure all information is recorded accurately and confidentially.
7. Coordination
- Coordinate with psychologists, psychiatrists, reception staff, HR, marketing, and administration teams.
- Communicate important client information to the relevant departments.
- Assist with organizing workshops, awareness programs, and events.
8. Complaint Handling
- Listen carefully to customer concerns.
- Resolve routine issues professionally.
- Escalate complex complaints to the appropriate manager.
- Ensure prompt follow-up until the issue is resolved.
9. Follow-Up Activities
- Follow up on missed appointments.
- Contact clients regarding upcoming sessions and renewals.
- Maintain regular communication with corporate clients and institutional partners as assigned.
- Support client retention through timely follow-ups.
10. Business Development Support
- Generate qualified leads through outbound calling.
- Support marketing campaigns through telecalling activities.
- Assist in achieving monthly appointment and conversion targets.
- Contribute ideas to improve customer engagement and service quality.
Administrative Responsibilities
- Attend departmental meetings.
- Submit daily, weekly, and monthly call reports.
- Maintain updated client records.
- Coordinate with internal departments for smooth service delivery.
- Complete assigned administrative tasks within deadlines.
Professional Standards
The Telecaller shall:
- Maintain strict confidentiality of client and company information.
- Represent Hugcare professionally in every interaction.
- Communicate respectfully and courteously at all times.
- Avoid making misleading or false commitments.
- Follow Hugcare policies and procedures.
- Protect client privacy and comply with applicable data protection requirements.
- Maintain honesty, integrity, and professionalism.
Daily Responsibilities
- Review the day's call list and follow-up schedule.
- Make outbound calls according to assigned targets.
- Receive and respond to inbound calls professionally.
- Schedule and confirm appointments.
- Respond to WhatsApp messages and email enquiries promptly.
- Update CRM records after every interaction.
- Coordinate with the reception and clinical teams.
- Submit the daily call activity report before the end of the workday.
Skills & Competencies
- Excellent verbal communication skills.
- Fluency in Malayalam and English (additional languages are an advantage).
- Strong customer service skills.
- Persuasive communication and relationship-building abilities.
- Active listening and empathy.
- Time management and organizational skills.
- Basic computer and CRM knowledge.
- Problem-solving ability.
- Professional telephone etiquette.
- Teamwork and collaboration.
Performance Expectations
A Hugcare Telecaller is expected to:
- Maintain a high standard of professionalism in every client interaction.
- Achieve daily and monthly call, appointment, and follow-up targets.
- Deliver excellent customer service and client satisfaction.
- Maintain accurate and up-to-date records.
- Contribute positively to business growth and client retention.
- Work collaboratively with all departments.
- Uphold the reputation, values, and mission of Hugcare Health Pvt. Ltd.
Pay: ₹8,533.40 - ₹10,000.00 per month
Benefits:
Work Location: In person
