Job description

Position: Customer Relationship Executive (CRE)

Location: Bandra (West), Mumbai

Experience: 3–5 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.