Business Support Associate ( Telecaller)

Job Title: Business Support Associate (Telecaller)

Company: Medcity Study Abroad

Location: Kochi

Employment Type: Full-time

General Overview of the Role

The Business Support Associate ( Telecaller) plays a crucial role in ensuring smooth front-end support to students and parents who are interested in pursuing higher education abroad. The role focuses on lead generation, inquiry handling, CRM management, customer engagement, and coordination with internal teams to enable a seamless student journey from the first point of contact.

This position requires a professional who is target-driven, detail-oriented, and highly proactive in engaging with prospective students. The Business Support Associate acts as the first point of communication for inquiries and supports the counselling and marketing teams by ensuring the right information is provided at the right time.

Key Responsibilities

1. Lead Generation

• Proactively contact potential students and parents through outbound calls to introduce the company’s study abroad programs and services.
• Qualify leads by identifying student needs, interests, eligibility, and academic background.
• Ensure follow-ups on cold, warm, and dormant leads to maximize conversion opportunities.
• Maintain a structured call schedule to cover daily, weekly, and monthly targets effectively.
• Contribute to building a strong pipeline of potential students for counselling and admission teams.

2. Lead Calls & Conversion

• Make the first point of contact with potential students and explain services clearly and persuasively.
• Assess the level of interest and eligibility for study abroad programs.
• Record and update lead details accurately in the CRM/database after every interaction.
• Forward qualified leads to counsellors or sales staff for detailed guidance and counselling.
• Provide regular feedback to management on lead quality, recurring queries, and conversion challenges.
• A minimum of 60–80 connected calls from bulk leads should be made each day.

3. Database & CRM Management

• Maintain an organized and up-to-date record of calls, leads, and follow-ups in the CRM system.
• Tag, categorize, and segment leads to enable easy filtering and reporting.
• Ensure timely updates of lead status to help counsellors and management track progress.
• Generate reports on lead activity, call logs, and follow-up efficiency for internal reviews.
• Maintain confidentiality and data protection while handling sensitive student records.

4. Customer Engagement

• Respond promptly and professionally to inbound inquiries received through phone, email, website, or social media.
• Build trust and rapport with students and parents, ensuring a positive first impression of the company.
• Provide accurate information about courses, universities, and processes until they are connected with a counsellor.
• Handle frequently asked questions and escalate complex queries to the counselling team.
• Follow up with students post-inquiry to ensure sustained engagement until conversion.

5. Collaboration & Support

• Work closely with counselling and sales teams to ensure seamless student handovers.
• Coordinate with marketing teams for executing promotional activities such as webinars, seminars, and education fairs.
• Assist in collecting student testimonials, videos, and case studies to support promotional content.
• Contribute ideas to improve lead engagement strategies and marketing campaigns.
• Provide administrative support to managers as required, including preparing reports and presentations.

6. Target Achievement

• Consistently achieve daily, weekly, and monthly performance targets for outbound calls, leads generated, and conversions.
• Maintain a result-oriented approach while ensuring communication remains professional and empathetic.
• Track personal performance against goals and proactively improve areas where targets are not met.
• Contribute to the overall success of the business by ensuring smooth lead flow and strong student pipeline management

7. Work Reports & Call Status

• Submit a detailed work report to the Branch Head (BH) on a daily, weekly, and monthly basis summarizing all key areas of work handled by the Business Support Associate (BSA).
• Maintain an accurate daily call status report, including total calls made, connected calls, and follow-up updates.
• Highlight pending leads, follow-up schedules, and conversion progress in the report.
• Track and summarize feedback from students and counsellors to identify trends or issues.
• Present weekly performance summaries including achievements, challenges, and improvement plans.

Job Type: Full-time

Application Question(s):

• Are you interested to manage leads and handle bulk calls for initial screening?
• Do you have any experience in tele calling, client management?
• Are you willing to relocate to Kochi?

Work Location: In person