Amura Health
Location
Chennai | India
Job description
Role Description:
A Guidance Counsellor's role is simple, it mainly consists of speaking with potential clients over the phone, collecting some basic information and helping them understand the process they would embark upon. We are not however driven by sales quotas or the like but instead measure by the quality of each interaction. We have the information to change lives and such it is our responsibility to do so. The Guidance Counsellor is the first point of contact to guide people to this possible life changing experience.
Responsibilities:
• Lead and Mentorship: Provide guidance and mentorship to the Guidance Counsellor team, fostering a collaborative and supportive environment. Conduct regular team meetings to share insights, address challenges, and enhance overall performance.
• Quality Assurance: Implement and oversee a quality assurance framework to ensure consistent and exceptional service delivery. Regularly review and provide constructive feedback on the interactions of the team with leads, emphasizing improvement and maintaining high standards.
• Training and Development: Facilitate ongoing training sessions for the team to stay updated on program details, effective communication techniques, and empathetic counseling approaches. Encourage continuous learning to enhance the team's expertise.
• Client Relationship Management: Develop and maintain strong relationships with clients by actively engaging in follow-ups and addressing any concerns or feedback. Ensure that the team's approach aligns with Amura's commitment to providing a positive and transformative client experience.
• Cross-Functional Collaboration: Foster effective communication and collaboration with Amura's Medical Team, ensuring seamless resolution of client requests and concerns. Facilitate regular meetings to discuss cases, share insights, and optimize the overall client support process.
• System Optimization: Collaborate with the IT team to optimize the use of Amura's internal lead management software. Provide feedback on system functionality and recommend improvements to enhance the efficiency of the lead management process.
• Adaptability and Innovation: Stay abreast of industry trends, counselling methodologies, and technological advancements. Encourage innovation within the team and implement best practices to continually improve the guidance counselling process.
• Crisis Management: Be prepared to handle challenging situations by providing guidance and support to both clients and the Guidance Counsellor team during critical incidents. Implement crisis management protocols to ensure a swift and effective response.
• Monthly check in: Nothing is perfect in practice. But refusing to evolve and upkeep ourselves is how people fail. Every month we will reach out to our client to see how the program treats them. And if we can learn and improve on this feedback, we will.
• Renewal follow up: If people need to take longer to get their results, which most do, we will need to renew their stay with us. This is important because we don't want to just give them a process to get healthy, but give them the tools and knowledge to stay healthy once they leave.
Requirements:
• Clear Communication skills
• Proficient in English (must)
• Proficient in Native Language
• Punctual
• Empathetic
• Bachelor's Degree and work experience of 3 to 5 years
• Experience in leading and managing a team (must)
• Ready to grow we are a startup as such the potential to grow is there and one can reap the reward if hard work is put in.
• Time management
• Leadership and Decision-Making.
• Conflict Resolution.
• Innovative Problem-Solving.
• Advanced Counselling Skills.
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