Customer Care Executive

6 days ago

Bengaluru, Karnataka, India The Kids Clinic Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Job Responsibilities:1. Customer Management

Single touch point for new and existing customers

  • Welcome call after new registrations, get finer info and enter in CRE Tracker
  • Appointment booking help
  • Appointment reminder 1 day before appointment
  • Meet and greet on day of appointment (hand over to someone else 1 day before if not visiting in your duty hours)
  • Facility tour on 1st or 2nd visit
  • After second scan or 4th visit, explain packages
  • In 5th and 6th month, encourage bookings by explaining benefits of early bookings
  • If not booked by 7th month, offer nutrition workshop
  • If not booked by 8th month, offer physiotherapy session

  • In final month, offer post-natal freebies + reduce hassle by booking

  • If the customer has booked

  • Call up next day to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
  • Follow up on each individual session after the session like nutrition and physiotherapy

  • Friendly call in 9th month to check in and also brief on what to buy. Can be clubbed with second last consultation.

  • Delivery and discharge

  • Meet and greet when customer has checked in

  • Call 2 days after discharge offer care at home

  • Engagement Workshops group sessions

  • ANC
  • Baby Shower
  • Group nutrition workshop
  • Group physiotherapy/yoga session
  • MBA workshop
  • Daily Bed Booking Target Achievement for future
  • Service to all customer booked for packages

2. Sales

  • Daily Bed Booking Target Achievement for future
  • Service to all customer booked for packages

Specific focus on sales for Feb march & April

3. Reporting and Data Management

  1. Timeliness and completeness of reports
  2. Accuracy of data
  3. Follow-ups and closures

Other Skills, which includes:

  • Accountability
  • Professional Attitude and Appearance
  • Customer Focus
  • Psychosocial skills (Communication & Listening Skills/Interpersonal/Empathy/Emotional Quotient)
  • Cognitive Skills (Critical Thinking/Decision Making/ Problem Solving/Planning/Organizing/Reflective Thinking/ Assertiveness/ Crisis Management/Time Management/Attentiveness)
  • Preparing and managing records
  • Professional Ethics  (Privacy/ Confidentiality)
  • Product/Service Knowledge

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