Customer Relationship Manager

Overview

The Customer Relationship Manager oversees the management of inbound and outbound customer interactions, coordinating the scheduling of patient appointments and ensuring smooth communication between patients and healthcare staff. This role involves maintaining up-to-date patient information within CRM systems, handling queries, and facilitating a high level of patient satisfaction through effective follow-up and coordination.

Key Responsibilities

• Manage incoming and outgoing customer calls professionally.
• Organize and arrange appointments for patients effectively.
• Conduct timely follow-ups with patients regarding appointments, trials, payments, and feedback collection.
• Maintain accurate and current patient records within the CRM system.
• Address customer inquiries promptly and escalate issues as necessary.
• Collaborate with Audiologists and Centre Managers to ensure seamless patient service delivery.
• Document daily call activities and generate CRM reports consistently.
• Commit to delivering exceptional customer service and achieve patient satisfaction goals.

Candidate Requirements

• Possess a graduate degree in any field.
• Have 1 to 4 years of experience in CRM, customer support, telecalling, or the healthcare sector.
• Demonstrate proficient communication skills in both Hindi and English.
• Be familiar with basic MS Office applications and CRM software.
• Exhibit strong abilities in follow-up actions, coordination, and interpersonal communication.
• Capable of multitasking efficiently within a target-driven work environment.