Role & responsibilities

To serve as the first point of contact for prospective clients and their families by managing enquiries, guiding them through the admission process, and ensuring a smooth, empathetic, and professional customer experience. The role focuses on lead conversion, admissions coordination, and relationship building while maintaining accurate records and compliance with organizational standards.

Key Responsibilities

1. Enquiry Management

- Handle inbound and outbound enquiries via phone calls, emails, website forms, and messaging platforms.
- Respond to all enquiries promptly, accurately, and professionally.
- Understand client needs and recommend appropriate programs or services.
- Provide transparent and consistent information aligned with organizational offerings.

2. Lead Follow-up & Conversion

- Follow up with prospective clients through structured calls, emails, and messages.
- Maintain a systematic follow-up process to maximize lead conversion.
- Counsel clients on program benefits, admission procedures, timelines, and fee structures.
- Convert qualified leads into confirmed admissions.

3. Admissions & Payment Coordination

- Guide clients step-by-step through the admission process.
- Coordinate admission-related documentation and payment collection.
- Ensure timely confirmation and accurate recording of payments.
- Maintain confidentiality and accuracy in handling financial and personal information.

4. Client Hand-Holding & Relationship Management

- Provide end-to-end support from initial enquiry to successful admission completion.
- Address client concerns, objections, and queries with empathy, patience, and clarity.




- Build trust and long-term relationships to enhance customer satisfaction.
- Assist clients with forms, documentation, and procedural guidance.

5. Data Management, MIS & Reporting

- Maintain accurate records of enquiries, follow-ups, conversions, and payments in CRM or tracking systems.
- Update daily activity logs and follow-up statuses.
- Prepare and maintain daily, weekly, and monthly MIS reports for management review.

6. Coordination & Process Improvement

- Coordinate with internal teams to ensure smooth and timely admission processing.
- Share insights on common client concerns, objections, and process gaps.
- Adhere to organizational policies, data privacy norms, and service quality standards.
- Support continuous improvement of customer experience processes.

Job Specification Customer Support - Criteria Details

- Education - Graduate in any discipline (Healthcare / Management preferred)
- Experience - 2 to 7 years in customer support, admissions, or sales coordination (healthcare preferred)
- Language - English, Kannada
- Communication Skills - Strong verbal and written communication
- Customer Handling - Enquiry management, counselling, objection handling
- Systems Knowledge - CRM tools, MS Office, call management systems
- Data & Reporting - MIS preparation, follow-up tracking
- Healthcare Exposure - Assisted living / hospital admissions experience preferred
- Behavioural Attributes - Empathy, patience, customer-centric mindset, follow-up discipline, accountability, confidentiality, resilience

Pay: ₹10,461.05 - ₹29,852.62 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Customer Support Executive (CSE) (Ekkatuthangal)
🏢 Athulya Assisted Living
📍 Ekkatuthangal