Front Desk Associate

About the Role

We are seeking a Front Desk Associate to represent our company and enhance customer experience through effective lead management, appointment scheduling, and inter-branch coordination. This role entails proactive outreach to potential customers, ensuring seamless communication between branches, and assisting customers professionally throughout their journey.

Key Responsibilities

• Make outbound calls to potential leads sourced from various channels such as marketing activities, online queries, events, and referrals.
• Evaluate lead requirements to provide pertinent information and arrange appointments with appropriate branch representatives.
• Keep CRM records up-to-date with lead statuses and facilitate smooth handover to sales or operations teams.
• Coordinate appointment schedules carefully, confirm availability with branch staff, and resolve any scheduling conflicts.
• Send timely reminders and follow-ups to customers before appointments to reduce no-shows and assist with necessary preparations like directions and documentation.
• Maintain regular communication with branch teams by sharing customer feedback, appointment updates, and addressing concerns promptly.
• Serve as the first contact point for customer inquiries and cancellations, providing informative guidance while maintaining courteous and professional interactions.
• Log all customer interactions accurately in the CRM system to ensure data integrity.
• Meet targets related to call volumes, appointment scheduling, lead conversion rates, and overall follow-up quality.
• Provide insights on lead quality, common customer objections, and suggest improvements to processes or communication scripts.
• Collaborate closely with sales and operations personnel to streamline workflows and boost efficiency.

Requirements & Qualifications

• Minimum education of high school diploma or equivalent; Bachelor’s degree preferred.
• 1 to 3 years of work experience in customer care, telesales, telemarketing, or appointment coordination roles.
• Excellent phone manners with persuasive and active listening skills.
• Proven track record of converting leads into scheduled appointments.
• Strong organizational skills and meticulous attention to detail.
• Familiarity with CRM platforms and scheduling tools.
• Empathetic and patient approach while handling customer objections.
• Ability to multitask and effectively manage time in a fast-paced environment.
• Proactive, goal-driven, team-oriented, and adaptable to change.

Work Conditions

• This is a full-time position with working hours from 10 AM to 7 PM.
• Work is based at the office location with frequent communication across multiple branches.
• Performance incentives are linked to achieving lead conversion and appointment-setting goals.

Compensation and Benefits

• The role offers a competitive monthly salary in the range of 18000 to 21000 INR with additional performance-based incentives.
• Employees will receive training covering product knowledge, CRM usage, and customer engagement methods.
• Opportunities for career advancement are available within customer success, operational roles, or sales departments.