Customer Care

Job Responsibilities:

1. Customer Management

1. Single touch point for new and existing customers
• Welcome call after new registrations, get finer info and enter in CRE Tracker
• Appointment booking help
• Appointment reminder 1 day before appointment
• Meet and greet on day of appointment (hand over to someone else 1 day before if not visiting in your duty hours)
• Facility tour on 1st or 2nd visit
• After second scan or 4th visit, explain packages
• In 5th and 6th month, encourage bookings by explaining benefits of early bookings
• If not booked by 7th month, offer nutrition workshop
• If not booked by 8th month, offer physiotherapy session
• In final month, offer post-natal freebies + reduce hassle by booking
2. If the customer has booked
• Call up next day to fix slots for ANC, baby shower (if applicable), nutrition and all applicable sessions as per package
• Follow up on each individual session after the session like nutrition and physiotherapy
• Friendly call in 9th month to check in and also brief on “what to buy”. Can be clubbed with second last consultation.
3. Delivery and discharge
• Meet and greet when customer has checked in
• Call 2 days after discharge – offer care at home
4. Engagement Workshops – group sessions
• ANC
• Baby Shower
• Group nutrition workshop
• Group physiotherapy/yoga session
• MBA workshop
5. Ongoing engagement activities
• 1st birthday card

2. Sales

• Daily Bed Booking Target Achievement for future
• Service to all customer booked for packages
• Specific focus on sales for Feb march & April

3.Team management

1. Managing the group of GRE’s allotted to you
• Responsible for mentoring ,coaching, growth, Up gradation of skills
2. Setting correct processes within the team
• SOP Adherence
3. Doing regular meetings and updates
• Daily Briefing to team & with Lobby Manager
4. 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. 1st 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 enquiries/calls

1. Welcoming the Guest at Entrance
2. Escorting the guest 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

Other Skills, which includes:

• Accountability
• Professional Attitude and Appearance
• Customer Focus
• Psychosocial skills (Communication & Listening Skills/Interpersonal/Empathy/Emotional Quotient)
• Cognitive Skills (Critical Thinking/Decision Making/ Problem Solving/Planning/Organizing/Reflective Thinking/ Assertiveness/ Crisis Management/Time Management/Attentiveness)
• Preparing and managing records
• Professional Ethics (Privacy/ Confidentiality)
• Product/Service Knowledge

Preferred candidate profile