Counsellor

PositionCounsellor / Admission Counsellor

DepartmentSales & Counselling

Reporting ToBranch Manager / Pustakalaya Management

Job PurposeTo handle customer enquiries, understand their requirements, explain Pustakalaya plans and facilities, convert enquiries into memberships, and ensure proper follow-up with prospective and existing members.

• Key ResponsibilitiesEnquiry HandlingHandle all walk-in, phone, WhatsApp and online enquiries.
• Understand the customer's requirement, preferred timings and budget.
• Explain available membership plans, timings, facilities and rules clearly.
• Lead ConversionConvert maximum enquiries into paid memberships.
• Follow up regularly with interested customers until closure.
• Maintain a proper lead/follow-up record in the CRM/software.
• Achieve assigned monthly conversion targets.
• Customer CounsellingExplain why Pustakalaya is beneficial for focused study/work.
• Recommend the most suitable plan according to the customer's requirement.
• Handle customer objections related to pricing, timings, location and facilities.
• Branch CoordinationCoordinate with the Branch Manager regarding seat availability and memberships.
• Ensure correct seat allocation and membership details.
• Update all customer and membership information in the software on time.
• Follow-Up & RetentionFollow up with inactive and undecided leads.
• Contact existing members for renewal before expiry.
• Maintain good relationships with members and address basic concerns promptly.
• Daily ReportingMaintain daily enquiry, follow-up and conversion data.
• Submit EOD report to the reporting manager.
• Report pending leads and important customer issues immediately.
• Key Performance Indicators (KPIs)Enquiry-to-membership conversion rate
• Number of memberships sold
• Daily follow-up completion
• Lead response time
• Renewal/conversion rate
• CRM/software data accuracy
• Achievement of monthly sales target
• Customer satisfaction
• Required SkillsGood communication and convincing skills
• Sales and counselling ability
• Basic computer/CRM knowledge
• Strong follow-up skills
• Customer-friendly attitude
• Ability to achieve targets
• Good Hindi and basic English communication

Experience0–2 years in counselling, telecalling, sales, admission counselling or customer service. Freshers with good communication and convincing skills may also be considered.

Working StyleThe counsellor must be target-oriented, proactive and disciplined, with a strong focus on converting every genuine enquiry and ensuring timely follow-up.

Important RuleEvery enquiry must be recorded, followed up and given a clear status. No lead should be left unattended without a proper reason.