Programme Support/ Helpline Officer

Last date of application
 12-Jun-21 23:59 HR

Programme Support/ Helpline Officer, Smile Train, New Delhi

1. POSITION VACANT: Programme Support/ Helpline Officer, Smile Train, New Delhi


Headquartered in New York, Smile Train is an international not-for-profit, with the mission to transform the life of every person impacted by cleft lip and palate. The organization trains and supports doctors and medical professionals to provide free, life-changing, and comprehensive, cleft treatment to its beneficiaries.

Smile Train’s sustainable model has helped them reach 1.5 million children in 90+ countries, to date. The organization is committed to truly changing the world, one smile at a time.

For more details about Smile Train, please visit:

Smile Train India has set-up the Smile Train Cleft Helpline, India’s first and only toll-free resource for cleft lip and palate patients. The Helpline receives inquiries and provides information about cleft treatment and Smile Train India’s services.

Reporting to the Senior Director, Communications and Business Development, India, the Helpline Officer will work closely with Smile Train India team members and partners, to provide outstanding caller experience service to persons who contact the Cleft Helpline, by answering questions, handling requests, and troubleshooting problems. The Helpline Officer shall handle a high volume of calls and create a positive experience for each caller. The post-holder will listen to clients, address questions or complaints, and provide an accurate and efficient response. The Helpline Officer should be customer-focused, detail oriented, and efficient. In addition, s/he must be polite, reliable, and knowledgeable of Smile Train India’s programs and comprehensive cleft care services.

Key Roles and Responsibilities:
(1) Ensure the smooth delivery and management of the Cleft Helpline by reacting to calls in a timely manner, escalating any programmatic or technical issues immediately for attention;
(2) Respond efficiently and accurately to callers, explaining possible solutions and ensuring that callers feel supported, valued, and heard, whether by fielding general cleft counselling queries, or directing callers to care provided by partner sites;
(3) 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;
(4) Develop a system to record, track and update complete details of callers, enquiries, and their closure;
Utilize software, databases, scripts, and tools, to facilitate regular and timely data collection, inputting and reporting all statistical information from the Cleft Helpline, and support impact monitoring;
(6) Ensure end to end resolution/ closure of all enquiries, by liaising with concerned authorities within the organization and following-up with enquirers;
(7) Develop and submit periodic reports of caller and enquiry resolution status;
(8) Build sustainable relationships and engage callers by going the extra mile, based on trust and reliability;
(9) Understand and strive to meet and exceed Cleft Helpline metrics, whilst providing excellent consistent customer service;
(10) Take part in training and other learning opportunities to expand the knowledge base of all aspects of comprehensive cleft care, as well as the work the organization does in India; (11) Participate in update meeting as an active team member;
(12) Help with logistical preparations during cleft weeks and trainings;
(13) Make Patient Impact and Feedback calls;
(14) Proactively engage with patients and collate information for impact case stories;
(15) Participate in ad hoc interviews about the progress of the Cleft Helpline;
(16) Willingly support and participate in Smile Train India program activities and other organizational requirements, as necessary.


Applicants must have a Bachelors degree, or equivalent qualification.

(1) Applicants must have experience of working with a non-profit, in program support, with focus on providing support to planning and coordination of program and its activities;
(2) Experience in working with child-centric NGOs, shall be an advantage;

(4) Experience in customer-support role, or Helpline, or provision of Information Services, including responding to challenging calls shall be highly preferred.

Essential Skills and Competencies:
(1) Fluency in both English and Hindi. Fluency in an additional regional Indian language, will be an advantage;
(2) Familiar with Customer Relationship Management systems and practices;
(3) Excellent communication skills, including active listening skills and the ability to interact with an array of personalities, with ease and fluency;
(4) Strong Customer Service orientation: Solution oriented, offering clear and useful information;
(5) Ability to multitask, set priorities and manage time independently;
(6) Detail oriented and organized, with the capacity to work independently, with minimal supervision;
(7) High levels of professionalism, energy, and commitment to excellence;
(8) Ability to work with a global team, exhibiting cultural sensitivity, and a commitment to Smile Train’s mission;
(9) Ability to work evenings and weekends, if needed.

Gross compensation budgeted for the position is attractive. The offer made to the selected candidate shall be commensurate with qualifications, experience and salary history.

6. LOCATION: New Delhi.

(Note: The Helpline Officer shall be based at New Delhi and expected to work from home until the pandemic ends. The post-holder shall work from the Smile Train India Office in New Delhi, thereafter.)



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

Eligible candidates interested in the position are requested to apply using the link, at the earliest.

Smile Train India is committed to diversity among its employees and encourages qualified candidates from all backgrounds to apply.