Customer Relationship Management / Sales

Job description

Position : Customer Relationship Executive (CRE)

Location : Bandra (West), Mumbai

Experience : 35 years in customer service, healthcare, hospitality, or wellness industry

Salary : Competitive and based on experience

Joining : Immediate Joiner Preferred

Role Overview : We are looking for a dynamic and compassionate Customer Relationship Manager to serve as the key liaison between our patients and the clinic. The CRM will ensure a smooth, welcoming experience for every client, while also supporting business growth through proactive communication, relationship management, and service excellence.

Key Responsibilities :

• Client Interaction & Relationship Building : Act as the first point of contact for patients post-consultation, ensuring satisfaction and personalized follow-up.
• Follow-ups & Feedback : Conduct regular follow-up calls / messages with patients for feedback, appointment reminders, and service satisfaction.
• Treatment Package Conversions & Renewals : Explain treatment packages, handle objections, and encourage renewals based on progress and clinical advice.
• Sell Wellness Packages : Proactively identify potential clients and promote tailored wellness packages that align with their health goals and concerns.
• Lead Management : Respond to new enquiries (calls, walk-ins, website leads), maintain CRM records, and convert leads into consultations.
• Support Sales & Marketing : Coordinate with the front desk, physiotherapists, and doctors to promote services, offers, and events to clients.
• Database & Record Maintenance : Maintain accurate, up-to-date records of patient interactions, preferences, and service history using clinic software.
• Customer Service Resolution : Handle queries, complaints, and minor issues with empathy and professionalism, ensuring a seamless experience.