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 >
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.