Customer Support Executive

FSP Solutions; New Delhi; On-site; INR 167,000 - 190,000; Full time

Job summary

Gaudium IVF in Delhi is seeking a female Call Centre Telecaller to handle incoming enquiries and make outbound calls to prospective patients interested in IVF and fertility services.

You will understand patient requirements, provide basic information about Gaudium IVF, generate appointments, and maintain CRM records.

The role requires 1–2 years of experience and a willingness to work from the office in Janakpuri East, Delhi, with a 9 am–7 pm schedule and 6 days per week.

Qualifications

• Inbound and outbound calling experience relevant to customer enquiries.
• Ability to understand patient requirements and provide information.
• Must be female candidate and able to work from office in Delhi.

Responsibilities

• Handle incoming calls from patients enquiring about IVF and fertility treatments.
• Make outbound calls to leads generated through marketing channels and follow up on enquiries.
• Schedule and confirm appointments with doctors at Gaudium IVF centres.
• Enter enquiries and call outcomes into the CRM with accurate lead status and notes.
• Meet KPIs such as calls handled, appointment bookings, and follow-ups.

Skills

Inbound & Outbound Calling

Communication skills

Empathy

Hindi/English

Job description

• Requirement: Skilled Call Centre Executives (Telecallers) ( Inbound & Outbound )
• Gender: Female Candidates only
• Dept : CRM - Patient Aquisition
• Work Location: Janakpuri East.New Delhi - 110058
• Resources with work from office (mandatory)
• Service Window ( Work Timings ) : 9 am to 7 pm, 6 days of working, 1 weekly off on rotational basis
• Experience : Regular 9 resources ( 1 - 2 years)
• Salary: 15000/M to 17000/M + PF + Insurance + Gratuity + Incentives

Department: CRM / Patient Acquisition

Location : Janakpuri , Delhi

About the Role

We are looking for an enthusiastic and patient-focused Call Centre Telecaller to handle

incoming enquiries and make outbound calls to prospective patients interested in IVF, fertility

treatment and related services.

The candidate will be responsible for understanding patient requirements, providing basic

information about Gaudium IVF, generating appointments, following up with enquiries and

maintaining accurate records in the CRM.

Key Responsibilities

Inbound Calling

• Handle incoming calls from patients enquiring about IVF and fertility treatments.
• Understand the patient's basic requirement and treatment history.
• Provide accurate information regarding consultations, clinic locations, appointment availability and treatment processes.
• Convert enquiries into consultation appointments.

Outbound Calling

• Call leads generated through Google, Meta, website, WhatsApp and other marketing channels.
• Follow up with patients who have shown interest but have not yet booked an appointment.
• Reconnect with old and inactive leads.
• Follow up on missed appointments and encourage rescheduling.
• Maintain regular follow-up until the patient visits the clinic or the lead is appropriately closed.

Patient Counselling & Engagement

• Communicate with patients and couples with empathy, patience and sensitivity.
• Understand the patient's concerns and direct them to the appropriate fertility specialist.
• Explain the importance of consulting a fertility specialist without making medical diagnoses or giving medical advice.
• Communicate Gaudium IVF's key strengths, including its fertility expertise, Gaudium Signature Lab AI Powered, High Success Rates, Expertise in Multiple failed IVF cases using only approved company communication.

Appointment Management

• Schedule appointments with doctors at the appropriate Gaudium IVF centre.
• Confirm appointments before the scheduled visit.
• Coordinate with the front-desk team regarding expected patients.
• Follow up with patients who do not attend their scheduled appointment.

CRM & Reporting

• Enter every enquiry and call outcome accurately into the CRM.
• Maintain lead status, follow-up dates, appointment status and remarks.
• Ensure no qualified lead is left without a follow-up.
• Prepare daily reports covering:
  • Calls made
  • Leads contacted
  • Appointments booked
  • Appointments confirmed
  • Patients visited
  • Follow-ups pending
  • Leads converted

Key Performance Indicators (KPIs)

• Number of calls handled
• Outbound calls per day
• Lead contact rate
• Appointment booking rate
• Appointment confirmation rate
• Patient visit/conversion rate
• Follow-up completion rate
• Lead response time
• CRM data accuracy
• Patient feedback and call quality

Kannayya. V

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