# Job Description – Customer Care Manager

**Company:** Pachouli Wellness Clinic

**Department:** Customer Care / Customer Experience

**Designation:** Customer Care Manager

**Location:** As per business requirement

**Reporting To:** Management / Operations Head

## About Pachouli Wellness Clinic

Pachouli Wellness Clinic is committed to providing quality wellness, skin, hair, laser, Ayurveda, and other healthcare-related services. We aim to deliver an excellent customer experience through professional consultation, timely support, and effective resolution of customer concerns.

## Job Summary

We are looking for an experienced and customer-focused Customer Care Manager to oversee customer support operations, manage the customer care team, improve client satisfaction, and ensure the timely resolution of complaints and service-related issues. The candidate will be responsible for maintaining high service standards, monitoring team performance, and coordinating with clinic centers, sales, and management teams to deliver a seamless customer experience.

## Key Responsibilities

**1. Customer Experience & Complaint Management**

- Handle escalated customer complaints, feedback, and service-related concerns professionally.

- Ensure timely resolution of customer queries, complaints, and grievances.

- Monitor customer satisfaction and implement measures to improve the overall client experience.

- Manage dissatisfied customers and coordinate with the relevant departments to resolve issues.

- Maintain proper records of complaints, resolutions, feedback, and customer follow-ups.

**2. Team Management & Supervision**

- Lead, supervise, and motivate the customer care team.

- Allocate daily tasks, monitor attendance, and ensure adherence to work schedules.

- Conduct regular team meetings, performance reviews, and training sessions.

- Establish clear performance targets and ensure the team meets defined KPIs.

- Monitor call quality, communication standards, and customer handling skills.

**3. Call Center & Communication Management**

- Oversee inbound and outbound calls, customer follow-ups, and service-related communication.

- Ensure timely follow-ups for appointments, inquiries,



feedback, and complaints.

- Monitor missed calls, pending callbacks, and unresolved customer queries.

- Ensure professional communication over phone calls, WhatsApp, email, and other official channels.

- Coordinate with clinic teams to ensure accurate information is shared with customers.

**4. Clinic Coordination & Service Quality**

- Coordinate with Center Managers, doctors, therapists, dietitians, and other relevant teams.

- Ensure customer concerns related to appointments, treatments, packages, and services are addressed promptly.

- Track recurring complaints and identify operational gaps affecting customer satisfaction.

- Escalate serious complaints, service failures, or sensitive customer concerns to management.

- Ensure customer care processes are consistent across all Pachouli centers.

**5. Reporting & Performance Monitoring**

- Prepare daily, weekly, and monthly reports on customer care activities.

- Track key performance indicators, including:

- Customer satisfaction and feedback scores.

- Complaint resolution time.

- Call response and callback performance.

- Missed calls and pending customer queries.

- Appointment confirmation and follow-up rates.

- Team productivity and individual performance.

- Analyze customer feedback and recommend process improvements to management.

- Maintain accurate customer interaction records and ensure data confidentiality.

**6. Customer Retention & Service Improvement**

- Identify opportunities to improve customer retention and repeat visits through better service.

- Conduct post-service feedback calls and follow up on unresolved concerns.

- Work with sales and clinic teams to improve the customer journey.

- Ensure ethical communication and avoid making unauthorized promises regarding treatments, results,



refunds, or discounts.

## Required Qualifications & Experience

- Graduate in any discipline; a degree in Business Administration, Healthcare Management, or a related field is preferred.

- 3–5 years of experience in customer care, customer experience, call center operations, or service management.

- Prior experience in healthcare, wellness, dermatology, beauty, hospitality, or a multi-location service business will be an advantage.

- At least 1–2 years of experience managing a customer care team is preferred.

## Required Skills

- Excellent verbal and written communication skills.

- Robust complaint-handling, negotiation, and problem-solving abilities.

- Team leadership and performance management.

- Good knowledge of MS Excel, reporting, CRM software, and call monitoring systems.

- Strong coordination, follow-up, and time-management skills.

- Ability to work under pressure and manage multiple priorities.

- Customer-focused approach with professional behavior and a solution-oriented mindset.

## Key Performance Indicators (KPIs)

- Customer satisfaction score.

- Complaint resolution rate and turnaround time.

- Call response rate and callback completion.

- Reduction in repeat complaints and escalations.

- Appointment confirmation and follow-up completion.

- Customer retention and repeat-visit improvement.

- Team productivity, call quality, and target achievement.

- Accuracy and timely submission of reports.

## Working Conditions

- Full-time position.

- Working days and shift timings as per company policy.

- Coordination with multiple clinic locations and the corporate office may be required.

- The role requires strong accountability, timely reporting, and adherence to company policies.

**Ideal Candidate:** A proactive, responsible, and customer-oriented professional who can lead a team, resolve complex customer concerns, coordinate effectively with clinic operations, and consistently improve the customer experience at Pachouli Wellness Clinic.

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:

- Flexible schedule

Work Location: In person

📌 Customer Care Manager (Malviya Nagar)
🏢 PACHOULI WELLNESS CLINIC
📍 Malviya Nagar