Receptionist & Office Operations Manager

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Receptionist & Office Operations Manager

Reporting to: Operations Manager

Role summary

You are the first point of contact for CareCove—handling calls, emails, WhatsApp messages, walk-ins, and inquiries—while supporting office operations and lead handling. This role directly impacts trust, conversions, and operational smoothness.

Key objectives

• Ensure warm, professional, empathetic interactions
• Capture, qualify, and route inbound leads correctly
• Maintain discipline and efficiency in office operations
• Support BD and care operations with accurate information flow
• Be a dependable anchor for day-to-day office functioning

Key responsibilities

• Answer incoming calls promptly and professionally; respond to WhatsApp, website inquiries, and emails
• Greet visitors and families courteously; maintain a calm, reassuring tone
• Ask structured qualifying questions (senior profile, service need, urgency, decision maker) and record accurately in a lead register/CRM
• Categorize leads (hot/warm/cold); schedule follow-ups/consultations for the BD Lead; ensure no lead is missed
• Explain services at a high level (training provided); share brochures/next steps; set up appointments/home visits
• Manage daily office routines; visitor logs; vendors; supplies; courier; basic documentation and filing
• Maintain daily logs (calls, leads, follow-ups, appointments) and share summaries; flag recurring questions/concerns
• Support BD + Operations teams with tracking, scheduling coordination, client communication, and documentation

Ideal candidate profile

Experience: 2–5 years as receptionist/front desk/office admin/customer support. Service org experience (healthcare/clinics/diagnostics/real estate/hospitality) preferred. Strong call handling and inquiry management required.

Skills & competencies

• Excellent spoken Bengali (mandatory), plus English and Hindi
• Polite phone etiquette and calm handling of multiple tasks
• Basic computer skills: Word/Excel, WhatsApp Web, email
• Strong listening, note-taking, attention to detail, and follow-through
• Good-to-have: CRM exposure, WhatsApp-based customer workflows, comfort with sensitive conversations

KPIs

• Call response rate and missed-call percentage
• Accuracy/completeness of lead data
• Lead follow-up timeliness
• Appointment conversion support
• Office operational smoothness and team feedback

Compensation & growth

Competitive salary aligned with Kolkata market standards. Growth paths: Senior Office Executive, Operations Coordinator, Client Relationship Executive.

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