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We are looking for a proactive and customer-oriented CRM Executive to manage and handle inbound/outbound calls, appointment scheduling, enquiry management, CRM operations, and after-sales support across our centres. The ideal candidate will help ensure smooth customer interactions, maintain updated CRM data, support lead-conversion, coordinate with clinic/centre staff for visit flow, and contribute to customer satisfaction and retention.
Call Handling & Enquiry Management — Receive and make inbound/outbound calls; respond to customer/patient enquiries regarding services, appointments, and follow-ups in a courteous and professional manner.
Appointment Scheduling & Coordination — Schedule, reschedule, or cancel appointments as needed, coordinate with clinics/centres to confirm availability and ensure seamless booking and visit flow.
CRM & Data Management — Maintain and update CRM dashboards, lead-logs, call records, follow-up logs; ensure data accuracy for every interaction, lead status, and customer detail.
Lead Follow-ups & Conversion Support — Follow up with leads, send reminders (calls/WhatsApp/business messages), support conversion of enquiries into confirmed appointments or sales; ensure timely responses and consistent engagement.
After-Sales / Customer Support Calls — Manage after-sales calls, reminders, feedback calls — ensuring customers’ satisfaction and addressing any queries or issues post-service.
Coordination with Clinics / Internal Teams — Work closely with clinic staff/operations teams to ensure customers’ visits are managed smoothly and that customer expectations are communicated and met.
Reporting & Communication — Provide regular reports (daily/weekly/monthly) on call volume, enquiries handled, appointments scheduled, conversions, follow-ups, and customer satisfaction metrics; communicate any escalations or feedback to management/concerned teams.
Maintain Professional & Customer-Centric Approach — Exhibit strong communication, empathy, patience, and professionalism while dealing with customers; ensure positive customer experience.
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