Customer Service Executive

JOB DESCRIPTION – TELECALLERTECHMATE INSTITUTE OF FIRE & SAFETY

Job Title: Telecaller / Admission Executive

Department: Admissions & Student Counselling

Reporting To: Team Leader / Management

Working Hours: 9:15 AM to 6:00 PM

Work Location: TECHMATE Institute of Fire & Safety

1. Job PurposeThe Telecaller is responsible for contacting prospective students, explaining the institute's courses, handling enquiries, conducting follow-ups, scheduling counselling visits, and converting enquiries into confirmed student admissions.

1. 2. Roles and ResponsibilitiesMake outbound calls to prospective students from the leads provided by the institute.
2. Handle incoming calls and enquiries received through phone, WhatsApp, website, and social media.
3. Explain the institute's courses, eligibility criteria, course duration, fees, certifications, and career opportunities.
4. Understand students' educational qualifications and career interests and guide them towards suitable courses.
5. Follow up regularly with interested students until admission is confirmed or the enquiry is closed.
6. Persuade interested students to visit the institute for direct counselling.
7. Send approved course brochures, fee details, and other admission information through WhatsApp.
8. Maintain accurate student enquiry records in Excel, CRM software, or the institute's register.
9. Update the status of every lead, including Interested, Follow-up, Visit Scheduled, Admitted, and Not Interested.
10. Achieve the admission targets assigned by management.
11. Coordinate with the Team Leader and admission team to ensure smooth admission processing.
12. Submit daily call reports, follow-up reports, and admission conversion reports.
13. Maintain professional communication and a positive attitude while interacting with students and parents.
14. Follow institute policies and maintain confidentiality of student information.

• 3. Performance ExpectationsComplete the daily calling and follow-up targets assigned by management.
• Work towards the assigned admission conversion target.
• Ensure that every enquiry receives timely follow-up.
• Maintain accurate and updated lead records.
• Schedule counselling visits and support fee-payment and admission coordination.
• Demonstrate punctuality, discipline, and professional behaviour.
• 4. Required Skills and QualificationsMinimum qualification: Intermediate / 10+2; graduates preferred.
• Good communication skills in Telugu and basic English.
• Basic computer knowledge and familiarity with WhatsApp and Excel.
• Ability to convince, counsel, and follow up with prospective students.
• Good telephone etiquette and interpersonal skills.
• Target-oriented, self-motivated, and willing to learn.
• Prior telecalling, sales, counselling, or admission experience is preferred.
• 5. Code of ConductReport to work on time and follow the institute's attendance policy.
• Do not provide false information regarding course recognition, job guarantees, salaries, or placements.
• Do not offer unauthorised discounts or make commitments without management approval.
• Do not misuse student data or disclose confidential information.
• Maintain respectful communication with students, parents, colleagues, and management.
• Submit accurate daily reports and follow all reasonable work instructions.

6. AccountabilityThe Telecaller is directly accountable to the Team Leader / Management for calling performance, follow-up completion, enquiry management, counselling appointments, admission conversions, and timely reporting.

Management

TECHMATE Institute of Fire & Safety