Job Description

JD for Customer Support Associate

Position:

CRM - Out-calling (Responsible for engaging leads through outbound calls, managing communications across multiple channels, and converting inquiries into confirmed appointments.)

Employment Type:

Full-time

Role Overview:

The CRM Executive will be responsible for handling and nurturing inbound leads received from various digital marketing sources (WhatsApp, email, calls, and Google Sheets.. etc.). The primary focus will be on outbound calling to explain the services offered at the hospital, addressing inquiries, and converting these leads into confirmed appointments. The role also involves consistent follow-ups and effective coordination with the hospital team to ensure a smooth appointment and consultation process.

Key Responsibilities:

Outcalling and Lead Engagement:

- Make outbound calls to prospective leads from digital channels (WhatsApp, email, calls, Google Sheets).

- Explain the hospital's services clearly and professionally to leads.

- Understand the needs, issues, or requirements of leads and match them with relevant services.

Appointment Booking and Conversion:

- Persuade leads to book appointments by emphasizing the benefits of hospital services.

- Coordinate with the hospital team to provide confirmed lead details for appointment booking.

Follow-ups and Coordination:

- Follow up with leads regularly to increase conversion rates and minimize missed opportunities.

- Track each lead's status (e.g., interested, booked, in follow-up) and ensure timely updates.

Database Management:

- Maintain accurate records of all interactions and lead status on Google Sheets or CRM software.

- Ensure no lead is missed by regularly reviewing leads from multiple channels.

Reporting:

- Provide daily/weekly reports on leads engaged, follow-ups, conversions, and challenges.

- Collaborate with the digital marketing and hospital team to share feedback on lead quality and patterns.

Key Skills and Qualifications:

Education: Bachelor's degree in any field (preferably in Marketing, Communications, or Healthcare-related fields).

Experience: Prior experience in a similar CRM/outbound calling role is preferred. Experience in healthcare will be a bonus.

Communication Skills: Excellent verbal and written communication in English and regional languages.

Interpersonal Skills: Empathy, patience, and the ability to understand customer concerns.

Technical Skills: Familiarity with CRM tools, Google Sheets, WhatsApp Business, and email management.

Sales and Persuasion Skills: Ability to convince leads to book appointments through effective communication.

Multitasking: Capable of managing multiple leads from different channels simultaneously.

Key Competencies:

Strong organizational and time-management skills

Proactive approach to problem-solving

Attention to detail in lead tracking and reporting

Customer-focused mindset with a service-oriented approach

Job Type: Full-time

Pay: Up to ?25,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Paid sick time
• Paid time off

Schedule:

• Day shift
• Morning shift

Ability to commute/relocate:

• Coimbatore - 64, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Exotel: 1 year (Required)
• Customer service: 2 years (Required)

Language:

• Hindi (Preferred)