Telesales Executive

Job Title: Patient Relationship & Delivery Coordination Executive

About the Role

We are looking for a proactive and customer-focused professional to manage patient communication, delivery coordination, and customer retention. The ideal candidate should possess excellent communication skills, strong organizational abilities, and a patient-centric approach to ensure seamless service delivery and long-term customer satisfaction.

Key Responsibilities

- Call patients to schedule and confirm medicine deliveries.

- Coordinate with the logistics team and delivery riders to ensure timely deliveries.

- Manage delivery updates through WhatsApp groups, including rider assignment, dispatch status, and delivery confirmation.

- Remind patients about refill, follow-up, and maintenance doses to ensure treatment continuity.

- Conduct regular follow-up calls to improve patient adherence and satisfaction.

- Handle patient queries, complaints, and escalations professionally while ensuring prompt resolution.

- Reconnect with inactive or lost patients and work towards improving patient retention.

- Build and maintain strong relationships with patients, hospitals, doctors, and retail chemists.

- Create marketing content such as pamphlets, brochures, and promotional creatives.

- Manage and regularly update the company's LinkedIn, IndiaMART, and other digital/community platforms.

- Support lead generation and business development activities through outbound calling and follow-ups.

- Maintain accurate records of patient interactions, deliveries, and follow-up schedules.

- Work closely with internal teams to ensure a smooth customer experience from order booking to successful delivery.

Key Performance Indicators (KPIs)

- Maintain patient and customer retention above 80%.

- Ensure timely follow-up for scheduled refill and reminder doses.

- High on-time delivery coordination and communication accuracy.

- Prompt closure of patient escalations.

- Consistent digital marketing activities and customer engagement.

- Improved reactivation of inactive patients and repeat business.

Preferred Skills

- Excellent verbal communication in Hindi and English.

- Strong customer service and relationship management skills.

- Good knowledge of MS Excel, WhatsApp Business, and basic computer applications.

- Ability to multitask and coordinate with multiple stakeholders.

- Creative mindset for social media and marketing content creation.

- Experience in healthcare, pharmaceutical distribution, customer support, telecalling, or logistics coordination will be preferred.

Qualification

- Graduate in any discipline.

- 1–3 years of experience in customer support, telecalling, healthcare coordination, logistics, or pharmaceutical operations is preferred.