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:

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. Outreach & Publicity Support (Optional)

• Assist in mobilization drives and outreach campaigns via phone communication.
• Inform individuals about upcoming camps, workshops, or service delivery dates.

1. 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)