Title: Post-Sales CRM Executive

Location: Delhi

Experience:

- 1-3 years of experience in CRM, customer service, telecalling or post-sales support.
- Experience in healthcare, hearing aids or medical devices will be an added advantage.

Job Summary:

We are looking for a proactive, customer-oriented and result-driven Post-Sales CRM Executive to manage customer relationships after the purchase of hearing aids. The candidate will be responsible for maintaining regular communication with customers, ensuring customer satisfaction, coordinating service and repair requests, managing follow-ups and identifying opportunities for repeat business and customer retention.

The ideal candidate should have excellent communication, coordination and follow-up skills, along with the ability to handle customer concerns professionally and maintain accurate CRM records.

Key Responsibilities:

1. Customer Relationship Management:

- Maintain regular communication with existing customers after hearing aid purchases.
- Conduct post-sales follow-up calls to assess customer satisfaction and product experience.
- Address customer queries, complaints and service requests promptly.
- Build solid customer relationships to improve satisfaction and retention.

2. Hearing Aid Follow-ups:

- Follow up with customers regarding hearing aid usage, comfort, fitting and performance.
- Coordinate appointments with audiologists for adjustments, programming and fine-tuning.
- Remind customers about scheduled follow-ups and routine hearing assessments.
- Identify customers who are not regularly using their hearing aids and encourage them to seek professional assistance.

3. Service & Repair Coordination:

- Coordinate with audiologists and technical teams for hearing aid servicing and repairs.
- Maintain records of products submitted for repair, warranty claims and replacements.




- Track repair status and provide timely updates to customers.
- Ensure proper follow-up until the product is repaired and returned to the customer.

4. Customer Retention & Revenue Generation:

- Identify opportunities for repeat purchases, hearing aid upgrades and additional accessories.
- Generate customer referrals through positive customer experiences.
- Reconnect with existing and inactive customers for new hearing assessments and product requirements.
- Maintain a database of customers due for upgrades or hearing aid replacements.

5. CRM Data Management & Reporting:

- Maintain accurate and updated customer information in the CRM system.
- Record daily calls, follow-ups, appointments, complaints and service requests.
- Maintain a pending follow-up tracker and ensure that no customer enquiry is unattended.
- Prepare and submit daily and monthly performance reports to the reporting manager.

6. Internal Coordination & Escalation:

- Coordinate with audiologists, centre managers, sales teams and service departments.
- Escalate unresolved customer complaints to the concerned reporting authority.
- Ensure smooth communication between customers and internal departments.
- Monitor pending cases and ensure timely resolution.

Required Qualifications & Skills:

- Graduate in any discipline.
- 1-3 years of experience in CRM, customer service, telecalling or post-sales support.
- Experience in healthcare, hearing aids or medical devices will be an added advantage.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel, Google Sheets and CRM software.
- Strong follow-up, coordination and problem-solving abilities.
- Ability to handle customer complaints with patience and professionalism.
- Good organizational skills and attention to detail.
- Customer-centric approach with a focus on customer satisfaction and retention.

📌 Customer Relationship Executive – Post Sales (Healthcare Industry) (India)
🏢 Mepa2z
📍 India