Telecounselor

Position Summary: The Telecounselor will serve as the first point of contact between the organization and potential beneficiaries, students, patients, or clients. The role involves providing accurate information, counselling support, and follow-up assistance over telephonic communication to guide individuals towards appropriate services and support mechanisms. This position demands empathy, clarity in communication, and an ability to handle a high volume of calls while maintaining quality and confidentiality. Key Responsibilities: Inbound & Outbound Communication Handle incoming calls with professionalism, empathy, and patience. Make outbound calls to reach out to potential beneficiaries/clients/students for awareness, enrollment, or follow-up. Respond promptly to queries and provide detailed information about the programs, services, or schemes offered by the organization. Telephonic Counselling & Guidance Offer counselling support related to education, health, skill training, admissions, employment opportunities, or other relevant domains. Identify caller needs through structured questioning and active listening. Maintain cultural sensitivity while handling queries from diverse social backgrounds. Data Entry & Record Maintenance Accurately document call outcomes and feedback in the system or manual logs. Update CRM tools, MIS sheets, and daily call reports for submission to supervisors. Follow-up & Conversion Conduct periodic follow-up calls to ensure continuity in the beneficiary’s engagement with the program. Encourage registration, participation, or enrollment based on program targets. Support clients through the completion of necessary documentation or next steps. Program Coordination & Internal Liaison Coordinate with program teams, field staff, or technical experts for specific case resolutions. Escalate unresolved or complex issues to higher authorities for intervention. Outreach & Publicity Support (Optional) Assist in mobilization drives and outreach campaigns via phone communication. Inform individuals about upcoming camps, workshops, or service delivery dates. Compliance & Confidentiality Ensure all calls are conducted in adherence to the organization’s code of conduct and privacy policy. Uphold the dignity and confidentiality of beneficiaries at all times. Key Competencies & Skills: Excellent verbal communication skills in [Hindi / English / Regional Language] Empathetic, patient, and listener-oriented approach Basic computer literacy (MS Excel, Google Forms, CRM tools) Prior experience in telecalling / customer service / social counselling is an advantage Ability to work under pressure and meet daily calling targets Familiarity with government welfare schemes or social programs (preferred)