Call Center Executive

About the Role

Isya Aesthetics is looking for a warm, articulate and organised Call Experience Executive to manage enquiries, coordinate appointments and help patients feel informed and cared for. A great patient experience begins with the first conversation.

Key Responsibilities

• Answer incoming calls promptly with a welcoming, professional tone.
• Make outbound calls to new enquiries and existing patients, following daily targets and clinic protocols.
• Listen carefully, understand patient needs and provide accurate information about clinic services.
• Convert enquiries into consultation bookings through helpful guidance and timely follow-up.
• Respond promptly to WhatsApp messages, maintaining clarity, courtesy and professionalism.
• Follow response-time guidelines for new leads and complete the required follow-up attempts.
• Record every interaction, follow-up and lead status accurately in the clinic’s CRM or lead management system.
• Route enquiries to the appropriate clinic team and ensure smooth handovers.
• Meet agreed targets for call attempts, connections, response times and appointment conversions.
• Submit accurate daily productivity reports and track performance against key targets.
• Follow clinic scripts, SOPs, lead-assignment protocols and scheduled calling hours.
• Maintain patient confidentiality and refer clinical questions to the medical team.

Qualifications

• Excellent spoken and written communication in English and Hindi.
• A pleasant telephone manner, empathy and strong listening skills.
• Confidence in handling enquiries, answering questions and following up consistently.
• Strong organisation, attention to detail and comfort using WhatsApp, CRM systems and basic reporting tools.
• A patient-focused approach and the ability to work towards targets.

Preferred Experience

• Previous experience in telecalling, customer service, patient coordination or inside sales is preferred.
• Experience in aesthetics, dermatology, wellness or healthcare is an advantage.