Job Purpose

Key Duties & Responsibilities 1. 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 skilled attitude during every interaction.

1. 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.

- 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.

- 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.

- 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.

- 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.





- 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.

- 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.

- 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.

- 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.
- 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 p

📌 Tele Caller Executive (Puthiyara)
🏢 hugcare health private
📍 Puthiyara