Communication Executive

JOB DESCRIPTION CALL CENTER EXECUTIVE

Position Details

· Designation: Call Center Executive

· Department: Call Center / Customer Care

· Location: Celestee Clinics, Jubilee Hills, Hyderabad.

· Reporting To: Call Center Manager / Operations Manager

· Employment Type: Full-Time to work in Different shifts from 09.00 am to 08.00 pm

· Gender – Male/Female

Job Purpose

To handle inbound and outbound customer calls, schedule appointments, provide accurate information about Celestee’s services, follow up with patients/leads, and ensure a high-quality customer experience that contributes to appointment conversions and patient retention.

Key Responsibilities

1. Inbound Calls

· Answer incoming calls promptly and professionally.

· Understand customer/patient requirements and provide appropriate information.

· Explain clinic services, treatments, doctors, packages, and applicable offers accurately.

· Handle enquiries, complaints, and requests courteously.

· Transfer calls to the appropriate department/team member when required.

2. Outbound Calls

· Make calls to prospective customers and leads generated through various channels.

· Follow up with existing enquiries and missed appointments.

· Contact patients for appointment confirmations and reminders.

· Conduct follow-ups with patients after consultations/treatments where required.

· Maintain regular follow-up until the enquiry is converted or appropriately closed.

3. Appointment Management

· Schedule, reschedule, and cancel appointments as required.

· Coordinate with doctors, therapists, front office, and respective clinic teams.

· Ensure appointment details are correctly recorded in the designated system.

· Minimize appointment no-shows through timely reminders and follow-ups.

4. Lead Management & Conversion

· Respond to leads within the prescribed turnaround time.

· Understand customer requirements and identify suitable services.

· Convert enquiries into confirmed appointments wherever possible.

· Maintain accurate lead status and follow-up remarks in ZOHO/CRM.

· Escalate high-value or complex leads to the concerned manager.

5. Customer Service

· Maintain a polite, professional, empathetic, and positive communication style.

· Ensure customers receive a consistent Celestee experience.

· Handle difficult customers calmly and escalate unresolved issues appropriately.

· Protect patient/customer confidentiality at all times.

6. Documentation & Reporting

· Update every call, enquiry, follow-up, appointment, and outcome in ZOHO/CRM.

· Maintain accurate customer information and call records.

· Submit daily work status and required reports to the reporting manager.

· Achieve assigned daily/weekly/monthly call and conversion targets.

Key Performance Indicators (KPIs)

· Number of inbound and outbound calls handled.

· Lead response time.

· Enquiry-to-appointment conversion percentage.

· Appointment confirmation rate.

· Follow-up completion rate.

· Appointment show-up percentage.

· Customer satisfaction and service quality.

· Accuracy and timeliness of ZOHO/CRM updates.

· Achievement of monthly targets.

· Attendance, punctuality, and adherence to assigned schedules.

Required Skills & Competencies

· Excellent verbal communication skills.

· Pleasant and confident telephone etiquette.

· Good listening and convincing skills.

· Customer-service orientation.

· Ability to handle multiple calls and follow-ups.

· Basic computer knowledge.

· Working knowledge of CRM/ZOHO or willingness to learn.

· Good English communication; knowledge of Telugu/Hindi or other local languages is an advantage.

· Professional attitude and grooming.

Qualification & Experience

· Education: Intermediate/Any Graduate / equivalent qualification.

· Experience: 1–3 years in a call center, customer service, healthcare, clinic, hospitality, or sales environment preferred. Freshers can also apply.

· Freshers: May be considered based on communication skills and attitude.

Behavioral Expectations

· Report to work on time and follow assigned shifts.

· Maintain Celestee’s grooming and uniform/ID-card standards.

· Maintain discipline and professionalism while interacting with patients and colleagues.

· Follow all clinic policies, SOPs, and escalation procedures.

· Maintain confidentiality of patient and business information.

· Demonstrate teamwork and ownership of assigned responsibilities.

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Flexible schedule

Work Location: In person