Job Summary:
Receive visitors or patients, ascertain their needs, direct them accordingly, answer the telephone, handle receipt and dispatch of reports and couriers and perform related clerical duties according to the department to which assigned. They must adhere to customer care guidelines and assure quality care.
Key Responsibilities:
1. Customer Management
a. Single touch point for new and existing customers
§ Welcoming and greeting customers upon arrival
§ Dedicated person to manage customer / hand hold customer
§ Help in Appointment booking
§ Ensuring and providing flawless, upscale, professional and high customer service experiences.
§ Facility tour on the first or second visit
§ Encourage bookings by explaining benefits of early bookings build awareness
§ After second scan or fourth visit, explain packages
§ If not booked by third trimester, flag off as escalation for LM / CH to act
§ During third trimester, build awareness of post-natal home care services existing with us
§ In final month,
offer post-natal freebies and ensure bookings are hassle free
§ Keep a tab on customers expressing desire to go home for delivery
§ Edit guest details in CRM
§ Generate reports of warm or cold customers in CRM. Call these customers to find out when they would come back to C9. If there are any issues cited by customers, escalate the same to LM/CH
§ For all warm customers, Edit the status of customer in CRM post the conversation.
§ For all cold customers, Edit CRM post the conversation and escalate to LM / CH in CRM for further action.
§ For bed booked customers, ensure all perks of the bed booking package has been received. If not availed any service despite bed booking, reach out and check what services can be provided to delight them since they have missed availing an offer from us.
§ Proactively look out for customers who are dissatisfied with our service quality at any level and keep LM/CH involved on all such service level issues
§ Service lev
📌 Executive - Customer Care (Pune)
🏢 ZingHR
📍 Pune