STRATEGIC ALLIANCE MANAGEMENT SERVICES PVT LTD

Specialist Recruiters to India’s Public Health, Development and CSR Sectors!

Job Description

Helpline Officer

Smile Train India, New Delhi

1.  POSITION VACANT: Helpline Officer, Smile Train India, New Delhi

2.  ORGANIZATION BACKGROUND:

Smile Train India (SLTI) is a not-for-profit company registered under Section 25 of the Indian Companies Act of 1956 with exemption u/s 80G of the IT Act. SLTI is registered under FCRA and promoted by Smile Train Inc., the world’s largest charity exclusively devoted to the cause of helping poor children born with cleft lips and cleft palates in developing countries.

Smile Train has sponsored more than 500,000 surgeries across India since the year 2000. The organization has more than 164 treatment partners and helps more than 45,000 children in India, annually. The average cost per surgery is Rs. 19,000, and the program size is presently more than Rs. 100 crores per annum.

For more information about Smile Train India, please visit  www.smiletrainindia.org

3.  KEY ROLES AND RESPONSIBILITIES:

Smile Train India is setting up a dedicated helpline to address phone-in queries and provide detailed information about cleft surgeries and the work the organization does, to beneficiaries, donors, hospitals, surgeons and/or other stakeholders.

Reporting to the Vice President and Regional Director, South Asia, the Helpline Officer shall be responsible for providing detailed information and evidence-based solutions to resolve queries routed to Smile Train India’s helpline number.

Key Roles and Responsibilities:
(1) Ensure the delivery of Smile Trains India’s Helpline and ensure smooth running of same;
(2) Support, inform and advise persons who contact the Smile Train India Helpline;
(3) Answer helpline calls, provide appropriate information, advice and support to callers, as needed, to meet service objectives;
(4) Respond to all enquiries in compliance with prescribed Helpline policies and procedures;
(5) Provide professional, polite and comprehensive responses to callers, as appropriate;
(6) Ensure end to end resolution/closure of all enquiries, through liaising with concerned authorities within the organisation and following up with enquirers;
(7) Treat all callers with dignity and respect, regardless of their impatience or rudeness;
(8) In consultation with the line manager, develop a system to record, track and update complete details of callers, enquiries and their closure; Develop and submit periodic reports of enquiry resolution status;
(9) Facilitate collection, inputting and reporting of all statistical information from the Helpline, and support impact monitoring of the helpline services;
(10) Contribute to helpline administration by ensuring all documents are up to date;
(11) Study all materials provided by Smile Train India and be fully abreast and well-informed, about all aspects of cleft surgeries and the work the organization does in India. 

4. QUALIFICATIONS, EXPERIENCE AND COMPETENCIES:

Qualifications:
Applicants must be graduates in any discipline.

Experience:
(1) Minimum 1-2 years of experience in handling Helpline or provision of Information Services, including responding to challenging calls;
(2) Prior experience of the social, development and/or medical sectors, shall be preferred.

Skills:
(1) Good communication skills in English, Hindi and Tamil is essential;
(2) Ability to disseminate medical and scientific information in a user-friendly manner;
(3) Appreciation of customer service;
(4) Demonstrable expertise in documentation and reporting;
(5) Proficiency in MS Office;
(6) Demonstrable reliability, flexibility and commitment;
(7) Sincere commitment to the cause of helping children and a strong identification with Smile Train’s mission and goals.

5. COMPENSATION OFFERED:

Gross annual remuneration budgeted for the position is Rs.6 lacs per annum. Please note that offers shall be commensurate with the qualifications, experience and salary history of the selected candidate.

6. LOCATION: New Delhi

7. TENURE:

The selected candidate shall be offered one-year fixed term contract, renewable based on performance and funding.

8. REFERENCE: HO-SLT

9. CONTACT INFORMATION:

Senior Consultant
Strategic Alliance Management Services P Ltd.
1/1B, Choudhary Hetram House, Bharat Nagar 
New Friends Colony, New Delhi 110 025
Phone Nos.: 011- 2684 2162; 4165 3612
E-mail: ho-slt@sams.co.in 

10. APPLICATION PROCESS:

Eligible candidates interested in this position are requested to urgently apply to ho-slt@sams.co.in, along with a cover letter highlighting their motivation to apply and suitability for the position, along with an updated resume including names and contact details of at least two referees, by or before October 31, 2018. Please note that suitable candidates shall be contacted immediately by SAMS’ recruitment team.