
Job Summary: Position Title: Customer Service Executive
Location: Mumbai
Job Description: we are looking a proactive and customer-focused Customer Service Executive to join our team. The ideal candidate will be responsible for managing customer inquiries, resolving issues, and ensuring a positive customer experience. This role requires excellent communication skills, both written and verbal, and the ability to handle customer concerns effectively via email and phone.
Responsibilities:
• Attending inbound calls involves receiving and responding to incoming calls from customers
• Provide accurate and relevant information regarding products, services, company policies, and procedures.
• Respond to customer inquiries via email in a timely, clear, and professional manner.
• Ensure all customer emails are acknowledged and resolved
• Listen actively to customer concerns, complaints, and issues, ensuring full understanding and empathy.
• Resolve customer grievances and complaints quickly and effectively, escalating to higher management when necessary.
• Follow-up with customers to ensure satisfaction after issue resolution and that the solution meets their expectations.
• Identify recurring customer issues and proactively work with internal teams to suggest improvements or preventative measures.
• Assist customers with order tracking, billing inquiries, account management, and product-related questions.
• Inform customers about order status, shipment tracking, delivery delays, or product/service updates.
• Accurately document all customer interactions and complaints in the CRM system, ensuring a clear audit trail.
• Maintain detailed logs of follow-up actions, resolutions, and outcomes.
• Collect customer feedback and report trends to management for continuous service improvement
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Role Summary:
The Relationship Executive will generate hospital-based leads by engaging doctors and counselling expectant parents on cord blood banking, diagnostics, and related services, while managing client presentations, enrollments, CRM reporting, and logistics coordination to drive business growth.
Key Areas of Responsibility:
· Meet doctors to promote the concept of cord blood banking and stem cell applications, and facilitate interaction with expectant parents.
· Promote diagnostics and other services introduced by the company from time to time and generate prescriptions.
· Visit hospitals, nursing homes, and relevant healthcare centers for lead generation, diagnostic business, and institutional tie-ups.
· Build strong relationships with hospital front-office staff, nursing staff, doctor attendants, and coordinators to enable client interaction and service promotion.
· Place drop boxes and flyer stands at strategic locations within hospitals and doctor chambers.
· Ensure regular refilling and upkeep of drop boxes and flyer stands with updated marketing material.
· Conduct counselling sessions at hospitals and doctor chambers to generate qualified leads.
· Update daily activities, lead generation, counselling, and follow-ups accurately in the CRM system.
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· Comfortable working in hospital environments and field-based roles.
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