Hypercare Coordinator

Job description

**Hypercare Coordinator** **New Delhi, India** ### Job Summary The Hypercare Coordinator manages the full MQL lifecycle, including timely intake, accurate Salesforce recording, 24 hour acceptance, and lead qualification using standardized scripts. The role ensures proper lead allocation, conducts follow ups with customers and sales teams, and monitors pending leads for timely action. It also includes executing NPS surveys, analyzing feedback for reporting, tracking NPS performance against targets, and collaborating with the EMEA Hypercare team to maintain adherence to standard Hypercare procedures and workflows. ### Responsibilities - Manage complete MQL processing including intake, accurate Salesforce recording, and 24 hour lead acceptance. - Qualify incoming leads using standardized scripts and predefined sales questionnaires. - Allocate qualified leads promptly to the appropriate sales representatives. - Conduct systematic follow ups with customers and sales teams to ensure lead progression. - Monitor leads open beyond 7 days and drive timely action through sales team engagement. - Execute NPS surveys with customers on scheduled timelines and ensure completion. - Analyze NPS results (Promoters, Passives, Detractors) and share insights with the Marketing Manager. - Track overall NPS performance to maintain scores above the defined target threshold. - Collaborate closely with the EMEA Hypercare team to align with global Hypercare standards. - Ensure strict adherence to the established Hypercare workflow and compliance across touchpoints. ### Basic Qualifications - Graduation or Post Graduation in Marketing or sales related area is preferred ### Travel Work Arrangements/Requirements Work from Office (New Delhi HO) ### Key Competencies (Mandatory) - Hypercare experience in Process Flow or similar industry - Proficient in Salesforce and MS Excel - Good communication skills - Knowledge of NPS Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.