Executive - Customer Care

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Job Summary:

Receive visitors or patients, ascertain their needs, direct them accordingly, answer the telephone, handle receipt and dispatch of reports and couriers and perform related clerical duties according to the department to which assigned. They must adhere to customer care guidelines and assure quality care.

Key Responsibilities:

1. Customer Management

a. Single touch point for new and existing customers

Welcoming and greeting customers upon arrival

Dedicated person to manage customer / hand hold customer

Help in Appointment booking

Ensuring and providing flawless, upscale, professional and high customer service experiences.

Facility tour on the first or second visit

Encourage bookings by explaining benefits of early bookings build awareness

After second scan or fourth visit, explain packages

If not booked by third trimester, flag off as escalation for LM / CH to act

During third trimester, build awareness of post-natal home care services existing with us

In final month, offer post-natal freebies and ensure bookings are hassle free

Keep a tab on customers expressing desire to go home for delivery

Edit guest details in CRM

Generate reports of warm or cold customers in CRM. Call these customers to find out when they would come back to C9. If there are any issues cited by customers, escalate the same to LM/CH

For all warm customers, Edit the status of customer in CRM post the conversation.

For all cold customers, Edit CRM post the conversation and escalate to LM / CH in CRM for further action.

For bed booked customers, ensure all benefits of the bed booking package has been received. If not availed any service despite bed booking, reach out and check what services can be provided to delight them since they have missed availing an offer from us.

Proactively look out for customers who are dissatisfied with our service quality at any level and keep LM/CH involved on all such service level issues

Service level issues should be flagged off in CRM

b. If bookings are made

Coordinate with customer to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package

Follow up on each individual session like nutrition and physiotherapy

Friendly call in the ninth month to check in and also brief on what to buy .

c. Delivery and discharge

Welcoming and greeting when customers have checked in

During stay of customer, courtesy meet and checking on to see if they need anything. Provide excellent customer service.

If there are any issues, escalate to IP Manager / CH for speedy resolution. Take ownership of the issue escalated by customer and ensure resolution

d. Engagement Workshops - group sessions

ANC

Baby Shower

Group nutrition workshop

Group physiotherapy/yoga session

MBA workshop

e. Ongoing engagement activities

1st birthday card

2. Sales

Daily Bed Booking Target Achievement for future

Service to all customers who have booked for packages

Specific focus on sales for Feb March April

3. Team management

1. Managing the group of GRE s allotted

Responsible for mentoring ,coaching, growth and up gradation of skills

1. Setting correct processes within the team

SOP Adherence

1. Doing regular meetings and updates

Daily Briefing with Team Lobby Manager

1. Meeting targets set for the team

Daily target Vs achievement

4. Reporting and Data management

1. Timeliness and completeness of reports
2. Accuracy of data
3. Follow-ups and closures

Reports to be managed:

1. Enquiries tracker
2. New registrations tracker - complete customer lifecycle
3. Monthly event tracker for
• ANC
• Baby Shower
• MBA
4. 1 st birthday wish tracker - main tracker to be maintained by PRO and delegated to CRE s
5. Daily SMS reporting to Lobby Mgr. for Target Vs. Achievement

5. Workshops - Group Sessions Coordination

Process for Walk-in queries/calls

1. Welcoming the Guest at Entrance
2. Escorting the guests to Reception help desk

For New Appointment /Rescheduling/Enquiry

1. Package Explanation
2. Coordination with OP GRE
3. Coordination with Lab/ Pharma /Scan
4. Coordination for Billing

Skill Sets

Verbal Ability

To give accurate and tactful explanations to visitors and patients and to exercise high degree of tact and poise and occasionally overcoming language barriers.

To understand and apply knowledge of medical terminology.

Numerical Ability

Problem solving and decision-making.

To think independently and exercise one s own judgment in determining actions during emergencies and challenging situations

Interpersonal skills

Other skills, which includes

Open mindedness

Assertiveness

Presence of mind

Proper time management

Initiative

Patience

Prompt/Alertness

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