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Customer Relationship Executive

1 month ago

Cochin, Kerala, India AMLA CONSULTANCY PVT LTD Full time

Ayurvedic Client Liaison Specialist

At AMLA CONSULTANCY PVT LTD, we are seeking an experienced Ayurvedic Client Liaison Specialist to join our team. As a key member of our customer service team, you will be responsible for managing relationships with international patients, handling inquiries, and providing assistance via emails and phone calls.

Key Responsibilities:

  • International Client Communication: Respond to emails, phone calls, and inquiries from international patients, providing clear and accurate information about treatments, services, and facilities.
  • Patient Guidance: Assist international clients in understanding the various Ayurvedic treatment options, offering tailored recommendations based on their health concerns and needs.
  • Appointment Scheduling & Coordination: Coordinate appointments, treatment schedules, and consultations with the hospital's Ayurvedic doctors and therapists for international patients.
  • Treatment Process Support: Guide international patients through the treatment process, including pre-treatment consultations, travel arrangements (if needed), and post-treatment follow-ups.
  • Customer Support: Address and resolve patient concerns or queries regarding treatment plans, hospital facilities, and any administrative matters.
  • Patient Care Follow-up: Maintain regular communication with international patients post-treatment to ensure satisfaction and gather feedback for service improvement.
  • Collaboration with Medical Team: Liaise with the hospital's medical team to ensure accurate information is provided to international clients and to facilitate smooth treatment processes.
  • Patient Records Management: Maintain and update patient records, ensuring accuracy and confidentiality when dealing with sensitive information.
  • Cross-departmental Coordination: Work closely with administrative, medical, and finance teams to ensure international patients receive a seamless and hassle-free experience.
  • Customer Feedback: Gather feedback from international patients to identify areas for improvement in service delivery and share insights with the hospital's management team.

Requirements:

  • Communication Skills: Fluent in written and spoken English; proficiency in additional languages is a plus. Excellent email and phone etiquette for handling international clients.
  • Customer Service Experience: Prior experience in handling international customers, preferably in the healthcare or wellness sector.
  • Ayurveda Knowledge: Basic understanding of Ayurvedic treatments and wellness practices; the ability to explain these to international clients is essential.
  • Cultural Sensitivity: Ability to interact effectively with clients from diverse cultural backgrounds, ensuring a welcoming and understanding approach.
  • Organizational Skills: Strong time-management skills with the ability to prioritize tasks, manage multiple inquiries, and meet deadlines.
  • Proficiency in Tools: Familiarity with CRM systems, email management tools, and scheduling software.
  • Problem Solving: Ability to resolve patient concerns or issues promptly and professionally, ensuring high levels of patient satisfaction.

Desired Skills:

  • Previous experience in a healthcare or wellness environment, preferably with a focus on international patients.
  • Understanding of visa, travel, and accommodation needs of international patients.
  • Patient, empathetic, and customer-focused approach to handling sensitive health-related inquiries.