Customer Relations Associate

Job Description – Customer Relations Associate (CRA)

Position: Customer Relations Associate
Department: Customer Relations / Front Office
Location: Calicut
Reports To: Unit Coordinator / Head – Customer Relations

Job Summary

We are looking for a smart, friendly, and customer-focused Customer Relations Associate to manage customer interactions, support the consultation journey, and ensure a smooth and positive customer experience at the clinic.

The ideal candidate should have excellent communication skills, a professional personality, and the ability to build strong relationships with customers while coordinating effectively with doctors and internal teams.

Key Responsibilities

• Welcome and assist customers professionally and create a positive first impression.
• Understand customer requirements and guide them regarding consultations, procedures, packages, and services.
• Coordinate customer appointments, consultations, follow-ups, and related activities.
• Maintain regular follow-up with leads and existing customers through calls, WhatsApp, and other communication channels.
• Support conversion of enquiries into consultations and procedures as per assigned targets.
• Build and maintain strong relationships with customers to encourage repeat visits and customer retention.
• Handle customer queries, concerns, and feedback professionally and coordinate with the concerned team for resolution.
• Maintain accurate and timely customer information in the CRM system.
• Coordinate with doctors, therapists, nurses, and the Unit Coordinator to ensure a smooth customer journey.
• Follow up with customers after consultations/procedures wherever required.
• Maintain proper records of enquiries, follow-ups, conversions, appointments, and customer feedback.
• Prepare and submit daily/weekly reports as required.
• Ensure adherence to company policies, customer service standards, and clinic SOPs.
• Identify opportunities to improve customer experience and contribute to customer retention initiatives.
• Support clinic events, promotional activities, and customer engagement initiatives when required.

Key Performance Indicators (KPIs)

• Enquiry-to-consultation conversion
• Consultation-to-procedure conversion
• Follow-up effectiveness
• Customer retention and repeat visits
• Customer satisfaction and feedback
• Response time and communication quality
• CRM accuracy and timely updates
• Appointment management
• Reporting accuracy and timeliness
• Adherence to customer service standards and SOPs

Required Skills & Competencies

• Excellent verbal and written communication skills
• Strong customer-handling and relationship-building skills
• Pleasant, professional, and confident personality
• Good persuasion and follow-up skills
• Ability to handle customer concerns calmly and professionally
• Good coordination and multitasking abilities
• Target-oriented and proactive approach
• Basic computer knowledge and familiarity with CRM systems
• Good working knowledge of MS Office / Google Workspace
• Ability to work effectively in a team environment

Qualifications & Experience

• Bachelor's degree in any discipline preferred.
• 1–3 years of experience in customer relations, front office, healthcare, hospitality, sales, or a similar customer-facing role preferred.
• Freshers with strong communication and customer-handling skills may also be considered.

Preferred Candidate Profile

We are looking for someone who is:

• Smart and well-presented
• Energetic and approachable
• Customer-oriented
• Confident in communication
• Responsible and organized
• Comfortable working with targets
• Good at follow-ups and relationship management
• Willing to learn and take ownership of responsibilities

Pay: ₹15,000.00 - ₹18,000.00 per month

Work Location: In person