Customer Relationship Management Team Lead

2 weeks ago


Bengaluru, Karnataka, India AyurVAID Hospitals | An Apollo Hospitals Group Company Full time

Job Summary:


We are seeking a highly skilled Customer Relationship Management Team Lead to join our team at AyurVAID Hospitals. As a key member of our CRM team, you will be responsible for leading a team of Customer Service Executives (CSEs) and ensuring the delivery of exceptional customer experience.


Key Responsibilities:



  1. Attend to customer queries received through various channels, including website, phone calls, and web chats.
  2. Handle both inbound and outbound calls, address customer queries, and convert enquires into confirmed consultations.
  3. Collect relevant customer details and update the same in the CRM system.
  4. Provide relevant doctor information and book appointments accordingly.
  5. Perform continuous follow-up on leads through cold calling, leading to consultations.
  6. Reschedule appointments that did not happen due to any reason.
  7. Coordinate with all AyurVAID centers to ensure smooth appointment scheduling.
  8. Lead a team of CSEs, train and coach them to improve client calls and conversion rates.
  9. Monitor team performance metrics, help weak performers improve, and identify and reward star performers.
  10. Recruit and select suitable candidates for the team.

Requirements:



  • Minimum Degree/Diploma completed.
  • Prior experience in handling similar roles in healthcare centers/hospitals/clinics.
  • Fluency in various South Indian languages (Kannada/Telugu/Hindi) and English is an added advantage.
  • Available to join immediately.

AyurVAID Hospitals:


Apollo Hospitals Group Company committed to providing quality healthcare services to our patients. Our team is dedicated to delivering exceptional customer experiences and we are seeking a talented individual to join our team as a Customer Relationship Management Team Lead.


What We Offer:



  • A dynamic and supportive work environment.
  • Opportunities for growth and professional development.
  • A competitive salary and benefits package.

How to Apply:


If you are a motivated and experienced professional looking to join a leading healthcare organization, please submit your application with your resume and a cover letter. We look forward to hearing from you.



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