Title: Temp Helpline Officer, India

About Smile Train:

Smile Train is changing the world one smile at a time. Our goal is to transform every person's life impacted by a cleft lip or palate. We train and support doctors and medical professionals to provide our beneficiaries with free, life-changing comprehensive cleft treatment. Our sustainable model has allowed us to reach 1.5 million children in 90+ countries, and we’re just starting. We are truly changing the world with one smile at a time.

Smile Train is looking for exceptional people to join a worldwide team of dedicated, passionate professionals. Our team is creative and highly motivated individuals working to make a positive impact. Join us!

Role Summary:

This role involves supporting Smile Train India’s Toll-Free Cleft Helpline, providing professional support to callers, and ensuring smooth operations. Responsibilities include answering inquiries, ensuring timely resolution, tracking data, reporting, and assisting with patient impact stories and feedback. Additionally, donor reporting activities for the Helpline.

Reports To: Head of Communications and Business development, India

Key Responsibilities:

• Ensure the delivery of Smile Train’s India’s Toll-Free Cleft Helpline and ensure smooth running of same.
• As the first point of contact for helpline callers, professionally represent Smile Train India’s brand values in interactions with prospective patients, treatment partners, and supporters
• Work with Helpline Officer (Kumar Dharmanna) to optimise patient help and optimise helpline processes.
• Answer helpline calls, provide appropriate information, advice and support to callers, as needed, to meet service objectives. Support, inform and advise persons who contact the Smile Train India Helpline.
• Respond to all enquiries in compliance with prescribed Helpline policies and procedures.
• Provide professional, polite and comprehensive responses to callers, as appropriate. Treat all callers with dignity and respect, regardless of their impatience or rudeness.
• Ensure end to end resolution/closure of all enquiries, through liaising with concerned authorities within the organisation and following up with enquirers.
• Record, track and update complete details of callers, enquiries and their closure. Develop and submit periodic reports of enquiry resolution status.
• Facilitate collection, inputting and reporting of all statistical information from the Helpline, and support impact monitoring of the helpline services. Contribute to helpline and other administration work by ensuring all documents are up to date.
• Be fully abreast and well-informed, about all aspects of cleft surgeries and the work the organization does in India and participate in update meeting as an active team member.
• Proactively engage with patients and collate information for impact case stories. Escalate any unique, interesting stories to reporting manager.
• Work with the patient feedback and impact consultant to ensure maximum outreach to treated beneficiaries and ensure timely action on any complaints.
• Escalate any issues/ crises registered to the management and program manager and follow up proactively to resolve the query as per helpline policies.
• Making Patient Impact and Feedback calls, as required.
• Support donor reporting as per the required reporting criteria of corporate donors.
• Support the Smile Train India team for national level events, trainings and fundraising efforts, as required.

Required Education and Experience:

• Bachelor’s or master’s degree in related field of Social Work or program field.
• Excellent communication skills – English, Hindi with strong interpersonal ability.
• Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

Preferred Education and Experience:

• Strong attention to detail, ace communication skills (both verbal and written).
• A passion for working in the charity to facilitate social change and an interest in bringing creative ideas to the table for the community engagement program

Additional Eligibility Qualifications:

• Previous experience in a similar role would be preferred.
• The candidate to be proactive, self-monitored, accountable, problem solving and Decision-making skills are essential with high emotional and intellectual maturity.

Accountability Expectations:

• Ownership of Outcomes: Take full responsibility for one’s own performance, ensuring alignment with Smile Train’s mission and objectives.
• Transparent Communication: Communicate openly and effectively with team members, fostering trust and a shared understanding of expectations and priorities.
• Emotional Intelligence: Demonstrate empathy, understanding, and cultural sensitivity to contribute to an inclusive and supportive team environment.
  
• Empowerment: Effectively communicate with supervisors to ensure you are equipped with the resources, guidance, and autonomy you need to excel in your role
• Team Cohesion: Contribute to a culture of collaboration, mutual respect, and shared accountability, helping the team to thrive in a fast-paced, mission-driven environment

Compensation Range:
50,000 (INR) monthly

Travel:

Frequent local travel within the city may be required and shall be reimbursed as per Smile Train India’s policy. In addition, inter-state travel may be required occasionally for the fundraising and community program related activities.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, obligations, and activities may change, or new ones may be assigned at any time, with or without notice.

Application Information:

Smile Train is an equal opportunity employer, committed to inclusive hiring and dedicated to diversity in our work and staff. We strongly encourage candidates from all groups and communities to apply. To apply, please complete the application online. Include your CV, and a cover letter that describes why you believe you would be a good fit for Smile Train and this role. We encourage interested applicants to apply as soon as possible.