CRM - Executive
Nightingales
Bangalore, Karnataka, IN
2d ago
source : Instahyre

Responsibilities :

  • To ensure continuous contact with all members as per defined periodicity.
  • New Memberships :

  • Call the new member within 3 days of their signing on.
  • Confirm the free services have been completed.
  • Seek feedback from customer on the experience.
  • All members :

  • Connect with customers through direct touch time - phone calls, home visits.
  • Event or profile based home visits across Bangalore mandatory.
  • Share updates on services & packages
  • Ensure accurate & courteous communication, providing all required information. In case unable to give the right answer, flag for repeat call.
  • In case of sensitive customers, ensure service providers are well briefed & guided to handle customer appropriately.
  • Ensure extra focus while handling VIP & sensitive patients.
  • Connect during events & ensure their participation.
  • Ensure Newsletter and all kinds of communication (online & offline) is sent in a timely manner.
  • Seek & Capture feedback :

  • Post Service : based on feedback template, seek customer inputs; Complaints escalate within 2 hours to CRM Mgr & RH for action.
  • Compliments capture for reporting.
  • Random courtesy calls : every member must be called at-least once in 2 months. Track usage before calling & build conversation based on usage.
  • Non renewals & expired memberships :

  • Track non renewals after 30 days of expiry of membership.
  • Seek reasons for non-renewal & capture for reporting.
  • Maintain communication & regularly update them on new services & packages.
  • Key Responsibilities towards Marketing :

  • Coordinate with Marketing & Branding for events and apartment / club / society based camps / organise health talks / branch customer meets / FGDs / Get-togethers etc. Track effectiveness.
  • Creative conceptualisation and execution of SMS and email campaigns.
  • Track effectiveness and ROI of each campaign. Focus on cross selling, upselling and retention. Target based.
  • Effective data mining and lead generation through inbound and outbound calls. Again, focus on cross selling, upselling and retention. Target based.
  • Drive and track effectiveness of NHHS referral and loyalty programs.
  • Manage NHHS Social media handles - FB / Instagram / Google Reviews / Playstore / Website Feedback.
  • Reply to all complaints, queries and compliments on all social media portals; escalate to CRM Mgr where required and coordinate with departments for closure of customer grievances.
  • Ensure ratings on all social media handles stay stable >
  • 4.2.

  • Participate and coordinate with Admin / Marketing teams for CSR activities.
  • Key Responsibilities towards Organisation :

  • Manage relationships with other departments to provide seamless service delivery.
  • Recommend service recovery after discussion with CRM Mgr.
  • Capturing service gaps / customer grievances, escalating concerns and assisting Manager CRM in developing appropriate action plans.
  • Ensure all the parameters under feedback template are captured accurately well within the defined TAT. In case of any deviation, the same to be escalated.
  • Seek updates on competition activity - rates, products, discounts.
  • Maintain confidentiality of information.
  • Assist in preparing CSAT / NPS reports & MIS - accurate & within timelines.
  • Raise incidents where required.
  • Service Quality Audits - accompany service staff during service visits (all functions) and audit as per NHHS set service excellence parameters.
  • Prepare and present reports on service quality gaps and improvements required.
  • Coordinate with Quality and Medical teams if SOPs are not followed.
  • This job was posted by Shamli Mona James from Nightingales.

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