Assistant Client Relationship Manager

Job Title: Assiatant Client Relationship Manager
Department: Client Relations / Business Development
Reporting To: Operations Manager / Management
Location: Bengaluru
Employment Type: Full-time

1. Job Purpose

To manage and strengthen relationships with veterinary doctors, veterinary clinics, pet hospitals and pet owners; ensure prompt resolution of client queries; coordinate laboratory services; improve client retention; and contribute to the growth of the laboratory's test volumes and revenue.

2. Key ResponsibilitiesA. Client Relationship Management

• Develop and maintain strong professional relationships with veterinary doctors, clinics and hospitals.
• Act as the primary point of contact for assigned clients.
• Regularly communicate with existing clients to understand their requirements and service expectations.
• Identify opportunities to improve client satisfaction and retention.
• Maintain an updated database of clinics, veterinarians and key contacts.
• Conduct regular client follow-ups and relationship visits where required.

B. WhatsApp & Telephone Query Management

• Monitor and respond promptly to WhatsApp messages, calls and other client enquiries.
• Handle enquiries regarding:
• Test availability
• Test prices
• Sample requirements
• Sample pickup
• Turnaround time
• Report status
• Payment and billing
• Additional tests
• Ensure that no genuine client query remains unanswered.
• Coordinate with the laboratory team to obtain accurate answers to technical queries.
• Follow up with the client until the query is appropriately resolved.
• Maintain records of important complaints, requests and follow-ups.

C. Report & Diagnostic Service Coordination

• Coordinate with the laboratory team regarding pending or delayed reports.
• Keep clients informed about expected turnaround times.
• Facilitate communication between clients and Pathologists regarding technical or diagnostic queries.
• Escalate urgent or sensitive matters to the Pathologist/Operations Manager.
• Ensure that client complaints regarding reports or services are documented and appropriately addressed.

Important: The CRM should not independently interpret laboratory results, provide veterinary/medical advice or modify diagnostic reports.

D. Sample Pickup & Logistics Coordination

• Coordinate sample pickup requests from clinics and hospitals.
• Ensure timely communication between clients and pickup personnel.
• Monitor recurring pickup requirements of regular clients.
• Identify delays or problems in sample transportation and coordinate corrective action.
• Ensure proper communication regarding pickup charges and sample requirements.

E. Client Retention & Business Development

• Identify inactive or declining clients and initiate appropriate follow-up.
• Encourage existing clients to utilize the laboratory's relevant test services.
• Introduce new tests and diagnostic services to veterinary clinics.
• Identify potential new veterinary clinics/hospitals and initiate contact.
• Support the management in developing new institutional and corporate clients.
• Collect market feedback regarding pricing, services and competitor laboratories.
• Generate leads and convert suitable prospects into regular clients.

F. Client Visits

• Visit veterinary clinics/hospitals as assigned.
• Meet veterinary doctors and understand their diagnostic requirements.
• Explain laboratory services, test panels, sample requirements and turnaround times.
• Maintain regular contact with high-value and strategically important clients.
• Submit visit reports and follow-up requirements to the Operations Manager.

G. Complaints & Service Recovery

• Receive and document client complaints professionally.
• Understand the nature and seriousness of each complaint.
• Coordinate with the relevant department for resolution.
• Follow up with the client after corrective action.
• Escalate serious complaints, repeated errors or quality-related issues to management.
• Maintain a complaint and resolution register.

H. Payment & Outstanding Follow-up

• Coordinate with accounts regarding pending payments.
• Follow up professionally with clients regarding outstanding invoices.
• Maintain communication with credit clients.
• Escalate long-pending accounts to the Operations Manager/Management.
• Support the management in reducing outstanding receivables.

I. Client Feedback & Reporting

• Collect regular feedback from important clients.
• Identify recurring service problems and communicate them to management.
• Prepare periodic reports on:
• New clients
• Active clients
• Inactive clients
• Client complaints
• Test enquiries
• Converted enquiries
• Sample pickups
• Outstanding payments
• Client visits
• Revenue generated from key accounts

3. Daily Responsibilities

The CRM is expected to:

• Check and respond to WhatsApp enquiries.
• Attend incoming client calls.
• Follow up on pending queries.
• Coordinate sample pickups.
• Follow up on pending reports.
• Contact important/regular clients.
• Follow up on leads and new clinic enquiries.
• Coordinate complaint resolution.
• Follow up on outstanding payments where assigned.
• Update the CRM/client database.
• Provide a daily activity summary to the reporting manager.

4. Qualification

Essential:

• Graduate in any discipline.
• Good communication skills in English and Kannada.
• Good computer and WhatsApp communication skills.

Desirable:

• Experience in veterinary diagnostics, healthcare, veterinary hospitals, laboratories, pharmaceuticals or medical/veterinary sales.
• Experience in customer relationship management or business development.

5. Experience

Preferred: 2–5 years in customer relationship management, healthcare/laboratory services, veterinary services, pharmaceutical sales or a related field.

Candidates with excellent communication and customer-handling skills may be considered with less experience.

6. Key Skills

• Excellent verbal and written communication.
• Strong WhatsApp and telephone communication skills.
• Customer-service orientation.
• Relationship-building ability.
• Follow-up and coordination skills.
• Basic sales and business-development skills.
• Negotiation and problem-solving ability.
• Good computer skills.
• Ability to maintain accurate client records.
• Ability to work independently and meet targets.

7. Key Performance Indicators (KPIs)

Performance will be evaluated based on:

• Response time to client queries
• Percentage of queries successfully closed
• Client retention
• New clinics/clients acquired
• Inactive clients reactivated
• Growth in test volumes from assigned clients
• Client satisfaction
• Complaint resolution time
• Sample pickup coordination
• Outstanding payment follow-up
• Number of client visits and meaningful interactions
• Revenue generated from new and existing clients

8. Authority & Escalation

The CRM may communicate approved information regarding laboratory services, pricing, sample requirements and turnaround times.

The following must be escalated to the Pathologist/Operations Manager:

• Interpretation of diagnostic results
• Disputed or questionable reports
• Serious client complaints
• Quality-related complaints
• Sample mix-up or identification issues
• Requests for report modification
• Refunds or special pricing
• Major payment/credit issues
• Any matter that may affect the laboratory's reputation or diagnostic integrity.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:

• Internet reimbursement

Work Location: In person