Job Responsibilities
1\. Customer Management
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
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.
Delivery and discharge
Meet and greet when customer has checked in
Call 2 days after discharge offer care at home
Engagement Workshops group sessions
ANC
Baby Shower
Group nutrition workshop
Group physiotherapyyoga session
MBA workshop
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
Managing the group of GREs allotted to you
Responsible for mentoring ,coaching, growth, Up gradation of skills
Setting correct processes within the team
SOP Adherence
Doing regular meetings and updates
Daily Briefing to team with Lobby Manager
Meeting targets set for the team
Daily target Vs achievement
4\. Reporting and Data management
Timeliness and completeness of reports
Accuracy of data
Follow\-ups and closures
Reports to be managed
Enquiries tracker
New registrations tracker complete customer lifecycle
Monthly event tracker for
ANC
Baby Shower
MBA
1st birthday wish tracker main tracker to be maintained by PRO and delegated to CREs
Daily SMS reporting to Lobby Mgr. for Target Vs. Achievement
5\. Workshops group sessions Coordination
Process for Walk\-in enquiriescalls
Welcoming the Guest at Entrance
Escorting the guest to Reception help desk
For New Appointment ReschedulingEnquiry
Package Explanation
Coordination with OP GRE
Coordination with Lab pharma Scan
Coordination for Billing
Other Skills, which includes
Accountability
Professional Attitude and Appearance
Customer Focus
Psychosocial skills Communication Listening SkillsInterpersonalEmpathyEmotional Quotient
Cognitive Skills Critical ThinkingDecision Making Problem SolvingPlanningOrganizingReflective Thinking Assertiveness Crisis ManagementTime ManagementAttentiveness
Preparing and managing records
Professional Ethics Privacy Confidentiality
ProductService Knowledge
Customer Support Executive
ZingHR · Pune City, Maharashtra, India
Customer Support Executive
ZingHR · India