Position Summary

The Customer Relationship Executive (CRE) is responsible for managing client interactions throughout the customer lifecycle—from lead generation and inquiry management to onboarding, service delivery coordination, customer engagement, issue resolution, and retention. The role requires exceptional communication skills, empathy, attention to detail, and a customer-first mindset.

The CRE serves as the primary point of contact for clients, their family members, caregivers, and internal teams to ensure a seamless customer experience.

Key Responsibilities

Customer Acquisition & Lead Management

- Respond promptly to inquiries received through:

- Website

- Google Ads

- Facebook

- Instagram

- LinkedIn

- WhatsApp Business

- Referrals

- RWA presentations and events

- Qualify leads and understand customer requirements.

- Schedule consultations, home assessments, and service discussions.

- Maintain accurate lead records in CRM.

- Follow up with prospective clients until closure.

Client Onboarding

- Guide customers through service plans, pricing, and onboarding procedures.
- Collect and verify required documentation.
- Coordinate completion of Client Expectation Forms and Care Needs Assessments.
- Ensure smooth onboarding and service activation.

Customer Relationship Management

- Act as the primary relationship manager for assigned clients.
- Build long-term relationships with elders and their family members.
- Conduct regular customer satisfaction calls.
- Monitor service quality and client feedback.
- Ensure high client engagement and retention.

Service Coordination

- Coordinate with Operations and Caregiver Deployment teams.
- Facilitate caregiver introductions and deployments.
- Ensure client requirements are communicated accurately.
- Assist in caregiver replacement requests and service modifications.

Complaint Resolution





- Address customer concerns professionally and empathetically.
- Escalate complex issues to management.
- Track complaints and resolutions.
- Ensure timely closure of customer issues.

Retention & Upselling

- Identify opportunities to upgrade service plans.
- Promote value-added services.
- Maintain high customer retention rates.
- Generate referrals from satisfied clients and families.

CRM & Reporting

- Maintain accurate records of all interactions.

- Update CRM daily.

- Generate reports on:

- Leads

- Conversions

- Customer feedback

- Renewals

- Referrals

- Complaints

Key Performance Indicators (KPIs)

- Lead response time
- Lead-to-customer conversion rate
- Customer satisfaction score (CSAT)
- Client retention rate
- Referral generation
- Renewal rate
- Complaint resolution turnaround time
- Monthly revenue generated from conversions and renewals
- CRM data accuracy

Qualifications

Education

- Graduate in any discipline.
- MBA or Diploma in Marketing, Customer Service, Healthcare Management, or Hospitality preferred.

Experience

- 2-5 years of experience in:

- Customer Relationship Management

- Customer Service

- Healthcare Services

- Home Healthcare

- Hospitality

- Senior Living

- Insurance or Premium Service Industries

Preferred Experience

- Eldercare services
- Home healthcare
- Hospital patient relations
- Luxury hospitality
- Concierge services
- Senior living communities
- Relationship management in premium residential condominiums

will be preferred.

Compensation & Benefits

- Competitive fixed salary
- Performance-based incentives
- Mobile and travel reimbursement (as applicable)
- Training and professional development
- Career growth opportunities within Convex Care.

Pay: ₹35,000.00 - ₹40,000.00 per month

Advantages :

- Health insurance
- Provident Fund

Education :

- Bachelor's (required)

Willingness to travel:

- 50% (required)

Work Location: In person

📌 Customer Relationship Executive (Cre) (Gurugram)
🏢 Convex Care
📍 Gurugram