Front Desk Executive

Your role:

· Manage customer queries across phone calls, email and online channels

· Manage customer appointment booking queries, confirm timings and provide timely assistance when scheduling changes occur.

· Establish and maintain positive relationships with existing customers.

· Provide prompt, efficient, and satisfactory responses to customer inquiries.

· Identify opportunities for improving the customer experience and provide feedback to relevant teams and departments.

· Analyse customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.

· Collaborate with other departments (marketing, front office, medical teams) to improve the TAT within CRM

Your key tasks:

· Manage customer interactions, inquiries and complaints across various channels, including email, phone, and social media

· Track and manage real-time queries on channels like Google Business and WhatsApp

· Support successful customer retention initiatives, such as customized marketing campaigns, new service announcements etc.

· Maintain the stipulated TATs for customer calls and queries

· Manage the CRM platform and provide weekly, bi-monthly and quarterly reports

· Monitor customer feedback regularly and identify areas of improvement in our products and services.

· Stay updated about industry trends and CRM best practices to ensure our processes and procedures are optimized.

Your profile:

· A bachelor’s degree in a relevant field, such as communications, marketing or customer relationship management.

· 2+ years of experience in a customer-facing role.

· Successful record of having handled customer relations roles.

· Ability to understand Customer sentiment and use diplomacy in handling queries.

· Planning and time management skills.

· Fluency in English. The ability to speak in Hindi, Kannada and at least one other regional language is a bonus.

· Persuasive communication and interpersonal skills to collaborate effectively with internal teams like marketing and product development and integrate customer feedback into the company’s strategies and initiatives.

· A customer-centric attitude to handle challenging client situations.

· A Team player with a problem solving approach

Preferred skills and qualifications:

· Prior experience handling customer service in a front office role or within a CRM team

· Proficiency in CRM software, such as Leadsquared, Salesforce or Hubspot etc.

· Soft skills such as patience, adaptability, and empathy.