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.
Positive 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-centric approach with robust ownership and accountability.
Proficiency in MS Office and basic reporting tools will be an added advantage.

📌 Customer Care Manager Karur
🏢 Rhea Healthcare
📍 Karur