Aspire Fertility Center
Website:
aspirefertility.in
Job details:
Your role:
· Manage customer queries across phone calls, email and online channels
· Manage customer appointment booking queries, confirm timings and provide timely assistance when scheduling changes occur.
· Establish and maintain positive relationships with existing customers.
· Provide prompt, efficient, and satisfactory responses to customer inquiries.
· Identify opportunities for improving the customer experience and provide feedback to relevant teams and departments.
· Analyse customer data to identify patterns and insights; and leverage this information to enhance customer relationship management strategies.
· Collaborate with other departments (marketing, front office, medical teams) to improve the TAT within CRM
Your key tasks:
· Manage customer interactions, inquiries and complaints across various channels, including email, phone, and social media
· Track and manage real-time queries on channels like Google Business and WhatsApp
· Support successful customer retention initiatives, such as customized marketing campaigns, new service announcements etc.
· Maintain the stipulated TATs for customer calls and queries
· Manage the CRM platform and provide weekly, bi-monthly and quarterly reports
· Monitor customer feedback regularly and identify areas of improvement in our products and services.
· Stay updated about industry trends and CRM best practices to ensure our processes and procedures are optimized.
Your profile:
· A bachelor’s degree in a relevant field, such as communications, marketing or customer relationship management.
· 2+ years of experience in a customer-facing role.
· Successful record of having handled customer relations roles.
· Ability to understand Customer sentiment and use diplomacy in handling queries.
· Planning and time management skills.
· Fluency in English. The ability to speak in Hindi, Kannada and at least one other regional language is a bonus.
· Persuasive communication and interpersonal skills to collaborate effectively with internal teams like marketing and product development and integrate customer feedback into the company’s strategies and initiatives.
· A customer-centric attitude to handle challenging client situations.
· A Team player with a problem solving approach
Preferred skills and qualifications:
· Prior experience handling customer service in a front office role or within a CRM team
· Proficiency in CRM software, such as Leadsquared, Salesforce or Hubspot etc.
· Soft skills such as patience, adaptability, and empathy.
Click on Apply to know more.