– Customer Relations Associate (CRA)

Position: Customer Relations Associate

Department: Customer Relations / Front Office

Location: Calicut

Reports To: Unit Coordinator / Head – Customer Relations

Job Summary

We are looking for a smart, friendly, and customer-focused Customer Relations Associate to manage customer interactions, support the consultation journey, and ensure a smooth and positive customer experience at the clinic.

The ideal candidate should have excellent communication skills, a professional personality, and the ability to build strong relationships with customers while coordinating effectively with doctors and internal teams.

Key Responsibilities

- Welcome and assist customers professionally and create a positive first impression.
- Understand customer requirements and guide them regarding consultations, procedures, packages, and services.
- Coordinate customer appointments, consultations, follow-ups, and related activities.
- Maintain regular follow-up with leads and existing customers through calls, WhatsApp, and other communication channels.
- Support conversion of enquiries into consultations and procedures as per assigned targets.
- Build and maintain robust relationships with customers to encourage repeat visits and customer retention.
- Handle customer queries, concerns, and feedback professionally and coordinate with the concerned team for resolution.
- Maintain accurate and timely customer information in the CRM system.
- Coordinate with doctors, therapists, nurses, and the Unit Coordinator to ensure a smooth customer journey.
- Follow up with customers after consultations/procedures wherever required.
- Maintain proper records of enquiries, follow-ups, conversions, appointments, and customer feedback.
- Prepare and submit daily/weekly reports as required.
- Ensure adherence to company policies, customer service standards,



and clinic SOPs.
- Identify opportunities to improve customer experience and contribute to customer retention initiatives.
- Support clinic events, promotional activities, and customer engagement initiatives when required.

Key Performance Indicators (KPIs)
- Enquiry-to-consultation conversion
- Consultation-to-procedure conversion
- Follow-up effectiveness
- Customer retention and repeat visits
- Customer satisfaction and feedback
- Response time and communication quality
- CRM accuracy and timely updates
- Appointment management
- Reporting accuracy and timeliness
- Adherence to customer service standards and SOPs

Required Skills & Competencies
- Excellent verbal and written communication skills
- Strong customer-handling and relationship-building skills
- Pleasant, professional, and confident personality
- Good persuasion and follow-up skills
- Ability to handle customer concerns calmly and professionally
- Good coordination and multitasking abilities
- Target-oriented and proactive approach
- Basic computer knowledge and familiarity with CRM systems
- Good working knowledge of MS Office / Google Workspace
- Ability to work effectively in a team environment

Qualifications & Experience
- Bachelor's degree in any discipline preferred.
- 1–3 years of experience in customer relations, front office, healthcare, hospitality, sales, or a similar customer-facing role preferred.
- Freshers with strong communication and customer-handling skills may also be considered.

Preferred Candidate Profile We are looking for someone who is:
- Smart and well-presented
- Energetic and approachable
- Customer-oriented
- Confident in communication
- Responsible and organized
- Comfortable working with targets
- Good at follow-ups and relationship management
- Willing to learn and take ownership of responsibilities

Pay: ₹15,000.00 - ₹18,000.00 per month

Work Location: In person

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