Role & responsibilities
- Manage and lead the Customer Care team to ensure excellent patient/customer experience.
- Handle customer queries, concerns, complaints and escalations effectively and ensure timely resolution.
- Conduct and support financial counselling, explaining treatment packages, payment options, estimates and billing-related information clearly to customers.
- Coordinate with doctors, operations, billing and other departments to ensure smooth customer/patient journey.
- Monitor customer satisfaction, feedback and service quality, and take corrective actions wherever required.
- Guide the team in customer communication, counselling, follow-up and conversion.
- Track enquiries, follow-ups and conversions and prepare regular MIS reports for management.
- Ensure adherence to organisational policies, SOPs and customer service standards.
- Train, coach and motivate the Customer Care team to improve performance and service delivery.
- Handle sensitive and high-value customer interactions professionally and maintain confidentiality.




- Identify opportunities to improve customer experience and contribute to business growth.
- Ensure smooth coordination and support during the complete customer journey from enquiry to service completion.

Preferred candidate profile
- Graduate/Postgraduate with 28 years of relevant experience in Customer Care, Customer Relationship Management, Counselling or Operations.
- Candidates with experience in the Healthcare or Automobile industry will be preferred.
- Solid experience in customer handling, relationship management and financial counselling.
- Excellent communication, interpersonal and negotiation skills.
- Ability to handle customer complaints, escalations and difficult conversations professionally.
- Good team-handling and people-management skills.
- Strong follow-up, coordination and problem-solving abilities.
- Comfortable working with targets, MIS reports and customer conversion metrics.
- Should have a customer-cent

📌 Customer Care Manager (Karur)
🏢 Rhea Healthcare
📍 Karur