Front Desk Receptionist

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 CRMYour 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 approachPreferred 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.

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