Customer Care Executive

About Klara Clinic

Klara is a skin and hair clinic offering advanced skin treatments, hair treatments, laser and aesthetic procedures, body sculpting, wellness services, and clinical dermatology consultations.

We are looking for a customer-focused, confident, and well-organised Customer Care Executive to manage patient enquiries, appointment bookings, follow-ups, and customer relationships while delivering a professional and welcoming experience.

Key Responsibilities

A. Customer Enquiries & Communication

• Handle incoming and outgoing calls professionally.
• Respond to customer enquiries through WhatsApp, phone calls, and other communication channels.
• Explain available services, consultation processes, appointment procedures, and clinic timings.
• Share accurate information about treatment packages and pricing approved by management.
• Maintain a polite, empathetic, and professional communication style.

B. Lead Management & Appointment Conversion

• Contact new enquiries and prospective customers promptly.
• Understand customer requirements and guide them towards the appropriate consultation.
• Convert enquiries into confirmed appointments.
• Follow up with customers who have enquired but have not booked.
• Maintain a daily record of enquiries, follow-ups, bookings, and conversions.

C. Appointment Management

• Schedule, confirm, reschedule, and cancel appointments as required.
• Send appointment reminders to reduce no-shows.
• Coordinate with doctors, therapists, the front desk, and the Clinic Manager.
• Ensure customers receive timely updates regarding appointment changes.

D. Customer Follow-up & Retention

• Follow up with customers after consultations and treatments as per clinic protocols.
• Remind customers about upcoming sessions and pending treatment plans.
• Contact inactive customers and encourage appropriate follow-up visits.
• Collect customer feedback and identify opportunities to improve service.
• Escalate complaints and dissatisfied customer cases to the Clinic Manager.

E. Customer Database & Reporting

• Maintain accurate customer records in the clinic's CRM or approved software.
• Update enquiry status, appointment status, follow-up dates, and customer interactions.
• Prepare daily reports on calls, enquiries, appointments, conversions, and pending follow-ups.
• Maintain confidentiality of patient information and comply with clinic policies.

F. Coordination & Customer Experience

• Coordinate with the front desk and clinical team to ensure a smooth customer journey.
• Ensure customers are treated respectfully and their concerns are addressed promptly.
• Follow approved scripts, service standards, and customer communication protocols.
• Support customer feedback initiatives and clinic promotional activities.