Onboarding & Customer Relations

6 days ago

Gurugram Haryana, India Epoch Elder Care Full time

**Location**: Gurgaon & Pune

**Experience**: 7-8 years

**Mandatory minimum qualification**: Masters degree in any business or management course

Key Responsibility Areas (not specific to):

- **Onboarding new residents**: Be the single point of contact for families and teams to help prepare both parties to onboard the new resident successfully. Ensure all data points regarding the resident’s care requirements are conveyed to the team timely.
- Consultancy calls & services
- Maintaining a database on CRM.
- Inputting customer details in the system of various touchpoints with them.
- Keeping track of all the calls and updating them on CRM.
- Rigorous follow-ups with potential leads.
- Maintaining data of leads weekly and monthly.
- Understanding market competition and realigning teams on the same.
- Having flexibility over the weekend/holidays to speak with High Potential Leads.
- **Customer relationships & feedback**: Build and promote strong, long-lasting customer relationships and understanding of their needs. Be responsible for gathering customer feedback through:
- Annual customer feedback form
- Periodic customer feedback as and defined per client status
- Ensure all customer issues are acknowledged within 24 hours and resolved timely. Liaise with the care team and other departments if required to address customer concerns.
- **Industry development**:

- Responsible for maintaining referral database
- **Pricing**:

- Maintain data relative to customers, pricing and will document customer interactions
- **Customer contracts, documents & renewals**:

- To ensure that the customer agreements are signed on the day of move in / as per process defined
- Timely renewal of existing contracts before the expiry date.
- **Payments**: To ensure that timely payments are received from the customers and follow up in case of delays
- **CRM**: Create and implement CRM process for Epoch
- **Budget**: Create and manage sales budget

**Skills and Qualifications**: Masters degree in any business or management course, with 7-8 years of industry experience
- **Leadership and Motivation Skills** - motivates employees to reach sales goals and be able to effectively train, encourage, inspire and reward team members for their achievements
- **Customer Service** - understands what it takes to provide excellent service to elders and families
- **Communication and people skills** - need to be able to communicate all aspects of the sales operation to families, facility managers and team members
- **Computer skills** - ability to create and maintain sales records and reports
- Ability to travel

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