Customer Excellence Executive

**Position**: Customer Excellence Executive

**Location**: Aundh, Pune

**Employment Type**: Full-Time

**Experience Required**: Minimum 3+ Years in Client Relations, customer support relationship or Client Counseling.

**Reports to**: Chief Operating Officer

**Job Summary**:
The **Customer Excellence Executive** is responsible for maintaining strong client relationships by engaging with pet parents regarding their appointments, treatment plans, and overall experience at the clinic. This role involves proactive follow-up with clients who have not proceeded with recommended treatments or surgeries, understanding their concerns, and providing necessary guidance to ensure the best possible care for their pets. Additionally, this role includes gathering feedback on their experience to improve service quality at the organization level.

This is a **client support, inter-personal coordination**and **relationship-building position** that requires excellent communication skills, empathy, and problem-solving abilities.

**Key Responsibilities**:
**Client Follow-Up & Support**:

- Proactively engage with pet owners whose scheduled treatments or surgeries have been postponed or withdrawn, demonstrating empathy and understanding towards their individual circumstances.
- Conduct thorough follow-up conversations to identify the underlying reasons for deferral, including but not limited to financial limitations, logístical challenges, or concerns regarding the pet's health or the procedure itself.
- Address pet parent inquiries with patience and clarity, providing comprehensive information and support. Collaborate effectively with veterinarians and support staff to resolve medical or procedural questions, ensuring accurate and consistent messaging.
- Maintain meticulous records of all communication with pet owners, documenting key insights and relaying pertinent information to the clinic team to facilitate seamless patient care and appropriate follow-up strategies.
- Contribute to a positive and supportive client experience by demonstrating genuine care and commitment to the well-being of both the pet and the pet owner.

**Experience & Feedback Management**:

- Proactively contact pet owners following their pet's treatment or visit to gather comprehensive feedback regarding their experience with the clinic, veterinarians, and support staff.
- Document client concerns, compliments, or suggestions and share actionable insights with management to improve clinic services.
- Serve as a liaison between pet owners and the clinic, effectively communicating client feedback to management and relevant team members
- Collaborate with clinic leadership to develop and implement strategies for enhancing the client experience based on collected feedback.

**Appointment Coordination & Service Enhancement**:

- Ensure pet owners are thoroughly informed about their pet's treatment plan. This involves providing clear and comprehensive information regarding cost estimations, procedural details, pre
- and post-operative instructions, and expected recovery guidelines.
- Collaborate with the veterinary team of all three specialties i.e., Eyevet, Cancervet, and Exoticsvet operating in Pune, Mumbai, Gurgaon, Hyderabad and Dubai, to identify opportunities for service enhancement and improved client communication. This may involve streamlining appointment scheduling processes specific to each specialty, ensuring efficient coordination for critical cases such as oncology treatments, ophthalmic procedures, and exotic pet care, and implementing specialized client communication strategies tailored to the unique needs of pet parents in each region and specialty.

**Qualifications & Skills**:

- **Education**: Bachelor’s degree, Animal Health, Communications, Psychology, or a related field (preferred but not mandatory).
- **Experience**: Minimum **3+ years** of experience in client relations, patient counselor, or healthcare support.
- Excellent communication and active listening skills, with the ability to engage in empathetic conversations.
- Ability to handle sensitive conversations regarding pet health and treatment decisions with professionalism and care.
- Strong problem-solving skills to address client concerns effectively.
- Comfortable working with clinic management software and maintaining detailed client interaction records.
- A passion for animals and a genuine interest in improving pet healthcare services.

**Why Join Us?**
- Opportunity to make a difference in pet healthcare by ensuring pets receive necessary treatment.
- Be part of a compassionate and dedicated veterinary team.
- Work in a dynamic and supportive environment that values client experience and service quality.
- Competitive salary.

**Explore more about our organization.**

**Job Types**: Full-time, Permanent

Pay: From ₹30,000.00 per month

Schedule:

- Day shift

Work Location: In person