Customer Service Specialist

Role Overview:

empathetic, articulate, and process-driven Contact Centre Associates

Key Responsibilities:

Client Communication & Engagement

• Handle inbound and outbound calls, WhatsApp messages, and follow-up activities for patient leads
• Provide accurate information on

  mental health services, locations, doctors, and treatment pathways

• Empathetically manage sensitive conversations related to mental health, addiction, and emergencies
• Guide clients on

  Pre-IPD and OPD bookings

  , and escalate high-risk cases as per SOPs

Lead Conversion & Process Adherence

• Follow structured lead handling flows for OPD, IPD, and Emergency support
• Create tasks, update lead statuses, and maintain clear documentation on CRM (e.g., LSQ or equivalent)
• Ensure

  minimum contact attempts (calls + WhatsApp)

  are made before closing any query
• Tag leads correctly (Invalid, Not Interested, Unspecified) with valid justifications

Knowledge Management

• Stay updated on the latest

  SOPs, mental health terminology, services, and consultant schedules

• Participate in trainings and assessments on A2R+, Retrieval Protocols, and Quality Guidelines
• Maintain awareness of escalation procedures and the legal framework (MHCA 2017 basics)

Required Skills & Qualifications:

• 1–2 years of experience in

  customer support/contact centre roles

  , preferably in healthcare/wellness
• Strong verbal and written communication skills (English + Hindi mandatory)
• Ability to manage

  emotionally sensitive interactions

  calmly and respectfully
• Comfortable with CRM systems, follow-up tracking, and basic reporting
• Open to

  rotational shifts, weekend working, and high-urgency scenarios

What You’ll Gain:

• A chance to make a real difference in

  people’s mental health journeys

• Be part of a growing national team with

  pan-India operations (Gurgaon, Chattarpur, Bangalore, Hyderabad)

• Learn cross-functional coordination between clinical, quality, and operations
• Growth opportunities into

  Quality, Training, or Team Lead roles