Company The Bombay Skin Clinic Location Lower Parel Department Customer Service and Sales Role Summary The Customer Service Manager will be responsible for managing all incoming leads ensuring timely followups improving appointment conversions generating revenue through phone sales and delivering a premium customer experience The candidate must be highly skilled in lead management telesales team handling escalation management and closing highvalue treatment plans over the phone The role also requires skilled handling of VIP 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 followups until the lead books an appointment declines or is closed with a valid reason Improve leadtoappointment and appointmenttorevenue conversion rates Convert enquiries into consultations and close treatment plans or packages through phone sales Generate revenue from new leads old leads missed appointments followup patients and inactive databases Track daily leads call status followup dates appointment bookings conversions and revenue Handle customer complaints and daily escalations professionally and ensure timely resolution Manage appointment confirmations reminders rescheduling cancellations and noshow followups Handle VIP clients celebrities influencers and premium patients with discretion confidence and personalized service Coordinate with clinic managers doctors frontdesk 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 Followup completion rate Appointment conversion rate Noshow recovery rate Consultationtotreatment 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 telesales inside sales CRM or contactcenter operations Minimum 2 to 3 years of experience in a teamlead 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 revenuedriven teams Proven ability to close highvalue 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 highprofile clients Key Skills Phone sales and highvalue closing Lead management and continuous followup Appointment conversion Revenue generation Team leadership Escalation management CRM and reporting Customer retention VIP and celebrity client handling Negotiation and objection handling Performance monitoring Interdepartmental coordination Preferred Candidate Profile We are looking for a mature targetoriented processdriven and customerfocused professional 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 followup or poor customer handling Explore Our Work https www thebombayskinclinic com https www instagram com thebombayskinclinic