– 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 responsible 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.
- Strong 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