Company: The Bombay Skin Clinic

Location: Mumbai

Department: Customer Service and Sales

Role: Customer Service Manager

*Role Summary*

The Customer Service Manager will be responsible for managing all incoming leads, ensuring timely follow-ups, improving appointment conversions, generating revenue through phone sales, and delivering a premium customer experience.

The candidate must be highly skilled in lead management, tele-sales, team handling, escalation management, and closing high-value treatment plans over the phone. The role also requires professional handling of HNI clients, celebrities, influencers, and other premium profiles with complete confidentiality.

*Key Responsibilities*

* Ensure that every lead received through digital campaigns, calls, WhatsApp, website, and other sources is contacted within the defined turnaround time.

* Monitor continuous follow-ups until the lead books an appointment, declines, or is closed with a valid reason.

* Improve lead-to-appointment and appointment-to-revenue conversion rates.

* Convert enquiries into consultations and close treatment plans or packages through phone sales.

* Generate revenue from new leads, old leads, missed appointments, follow-up patients, and inactive databases.

* Track daily leads, call status, follow-up dates, appointment bookings, conversions, and revenue.

* Handle customer complaints and daily escalations professionally and ensure timely resolution.

* Manage appointment confirmations, reminders, rescheduling, cancellations, and no-show follow-ups.

* Handle HNI clients, celebrities, influencers, and premium patients with discretion,



confidence, and personalized service.

* Coordinate with clinic managers, doctors, front-desk teams, marketing teams, and operations for smooth patient management.

* Review call quality and ensure that the team follows approved communication scripts and service standards.

* Train, guide, motivate, and monitor the customer service team.

* Prepare daily, weekly, and monthly performance reports.

* Identify lost leads, conversion gaps, and service issues, and implement corrective actions.

* Maintain complete confidentiality of patient and celebrity information.

*Key Performance Indicators*

* Lead response time

* Lead contact percentage

* Follow-up completion rate

* Appointment conversion rate

* No-show recovery rate

* Consultation-to-treatment conversion

* Phone sales revenue

* Revenue generated from old and inactive leads

* Escalation resolution time

* Team productivity and call quality

* Customer satisfaction and retention

*Candidate Requirements*

* Graduate in any discipline.

* 5 to 10 years of experience in customer service, tele-sales, inside sales, CRM, or contact-center operations.

* Minimum 2 to 3 years of experience in a team-lead or managerial position.

* Experience in healthcare,



dermatology, aesthetics, luxury services, hospitality, wellness, banking, insurance, or other premium service industries is preferred.

* Strong experience in handling sales targets and revenue-driven teams.

* Proven ability to close high-value services or packages over the phone.

* Excellent communication in English and Hindi. Marathi will be an advantage.

* Strong knowledge of CRM systems, lead tracking, Excel, WhatsApp communication, and reporting.

* Confident in handling demanding, premium, and high-profile clients.

*Key Skills*

* Phone sales and high-value closing

* Lead management and continuous follow-up

* Appointment conversion

* Revenue generation

* Team leadership

* Escalation management

* CRM and reporting

* Customer retention

* HNI and celebrity client handling

* Negotiation and objection handling

* Performance monitoring

* Interdepartmental coordination

*Preferred Candidate Profile*

We are looking for a mature, target-oriented, process-driven, and customer-focused qualified who can balance premium service delivery with strong sales performance. The candidate should take complete ownership of every lead and ensure that no genuine business opportunity is lost because of delayed contact, weak follow-up, or poor customer handling.

*Ready to Apply?*

Send your CV : [email protected]

Current CTC: _____

Expected CTC: _____

Total Experience: _____ years

Notice Period: _____

Current Location: _____

Reason for Job Change: _____

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📌 Hiring Customer Services Manager (Mumbai)
🏢 The Bombay Skin Clinic
📍 Mumbai