Customer Support Executive

Job Summary
About the Company
Berkowits Hair & Skin Clinic is one of India's leading and fastest-growing aesthetic and trichology chains, with 45+ clinics across the country and over 30 years of excellence in advanced hair and skin solutions. Trusted by more than 1,00,000 clients, Berkowits pioneered non-surgical hair replacement in India and continues to lead with cutting-edge innovations in trichology, dermatology, lasers, and regenerative treatments.

Our strength lies in ethical, science-backed, and personalized care, delivered through highly trained professionals using globally approved technologies. With a strong legacy of results and client trust, our mission is to make world-class aesthetic care truly accessible—and our vision is to be India's most trusted, technology-driven brand in beauty, wellness, and medical aesthetics—committed to unmatched safety, superior results, and an exceptional customer journey.

About The Role
Are you passionate about delivering exceptional customer service and creating meaningful interactions?

As a Customer Experience Executive, you'll be the voice of our brand—helping customers find quick, effective, and friendly solutions. This role is perfect for someone who enjoys connecting with people, solving problems, and ensuring every customer leaves truly satisfied.

Key Result Areas (KRA)

• Call Handling Efficiency

Ensure
prompt answering of incoming calls
with minimal wait time.

Make
outgoing calls
as per daily targets and protocol.

Maintain
minimum login hours
as defined by operations.

Achieve
consistent call quality
with a pleasant, happy voice and positive approach.

• Communication & Customer Experience

Demonstrate
clear communication
, empathy, and active listening on every interaction.

Maintain a
positive attitude
to convert conversations into successful closures or satisfied customers.

Provide accurate information and ensure every customer feels well-guided.

• Lead Response & Follow-Up

Adhere to
response time guidelines
for fresh leads (First Call Time / immediate attempts).

Make the
minimum required call attempts
as per SOP for each lead.

Dispose leads correctly and timely in the
LMS
following SOPs.

Ensure all
verified calls are transferred
to the correct centres and properly assigned in the LMS.

• WhatsApp & Digital Communication

Handle
WhatsApp chats promptly
, ensuring quick responses and helpful guidance.

Maintain politeness, clarity, and professional tone in all chat interactions.

• Productivity & Reporting

Achieve daily and monthly
call attempt targets, connection targets, and lead handling KPIs
.

Submit
Daily Productivity Reports
accurately and on time.

Track personal performance against KPIs and work towards continuous improvement.

• Compliance & SOP Adherence

Follow all
SOPs
, scripts, call dispositions, and lead assignment protocols without deviation.

Maintain data accuracy and ensure
zero errors
in LMS updating.

Maintain compliance with quality audits and feedback shared by the Quality Team.

• Team Coordination & Professional Conduct

Coordinate effectively with team leaders and centres for smoother call transfers and lead closures.

Maintain professional behaviour, punctuality, and reliability.

Participate in training and coaching sessions to improve skills.

Key Skills & Competencies :-
Excellent verbal and written communication skills.

Strong customer handling and problem-solving abilities.

Empathy and patience in handling customer queries.

Good organizational and multitasking skills.

Proficiency in CRM/LMS software and MS Office tools.

Qualifications & Experience
Graduate in any discipline (Business, Communication, or related field preferred).

1–3 years of experience in customer service, telecalling, or client relationship roles.

Experience In CRM Tools And Telecommunication Systems Preferred.
Why Join Us?
A supportive, friendly, and learning-driven work culture.

Growth-oriented environment with performance rewards and internal promotion opportunities.

Regular training, mentoring, and skill enhancement programs.

Competitive salary and performance-based incentives.

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