Customer Care Officer

Job Description – Customer Care Executive
Position: Customer Care Executive
Department: Administration / Front Office
Location: YOS Sports Health Specialists Pvt. Ltd.
YOS Centres
1. Sahakarnagar Centre
2. Whitefield Centre
3. Sarjapur Centre
4. Cunningham Centre
5. Indiranagar Centre
6. Jayanagar Centre
7. London Centre (UK)

Reports To: Centre Head / Administration Manager
Employment Type: Full-Time

About YOS Sports Health Specialists Departments at YOS
• Physiotherapy
• Strength & Conditioning
• Massage Therapy
• Pain Management (Consultant: Dr Srikant)
• Administration Position

Summary
The Customer Care Executive serves as the first point of contact for clients visiting or contacting YOS.
The role is responsible for delivering an exceptional customer experience by managing appointments, coordinating schedules across departments, handling billing and payments, maintaining accurate records, and ensuring the smooth day-to-day functioning of the centre.
The role requires excellent communication, strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining a professional and customer-focused approach.

Key Responsibilities
1. Appointment Management
• Schedule, confirm, reschedule, and cancel client appointments.
• Coordinate appointments for physiotherapy, strength & conditioning, massage therapy, and pain management consultations.
• Ensure optimum utilisation of consultant schedules.
• Maintain appointment accuracy across all centres.

2. Calendar Management
• Manage daily calendars of physiotherapists, strength & conditioning coaches, massage therapists, and pain management consultants.
• Coordinate schedule changes and update calendars promptly.
• Avoid appointment overlaps and maximise therapist availability.
• Communicate schedule updates to consultants and clients.

3. Client Relationship Management
• Welcome clients professionally at the reception.
• Handle inbound and outbound calls, emails, and WhatsApp messages.
• Provide information regarding services, treatment plans, and appointment availability.
• Resolve client queries promptly or escalate them to the appropriate department.
• Maintain excellent customer service standards at all times.

4. Follow-up Coordination
• Contact clients to confirm upcoming appointments.
• Follow up with missed appointments and encourage rescheduling.
• Coordinate post-treatment follow-ups as instructed by consultants.
• Maintain records of follow-up communication.

5. Billing & Payment Collection
• Generate invoices accurately for all services.
• Collect payments through approved payment modes.
• Maintain daily payment records.
• Verify billing accuracy before client checkout.
• Coordinate with the Accounts department regarding payment-related issues.

6. Reception & Front Office Management
• Maintain a clean, organised, and welcoming reception area.
• Ensure patient registration forms and documentation are complete.
• Manage visitor records and client files.
• Handle incoming calls and direct them appropriately.

7. Housekeeping & Centre Coordination
• Monitor overall cleanliness and hygiene of the centre.
• Coordinate with housekeeping staff to ensure treatment rooms, reception, waiting areas, washrooms, and common spaces are maintained to YOS standards.
• Report maintenance or facility issues to the Administration team.

8. Coordination with Clinical Departments
• Coordinate daily with:
Physiotherapists
Strength & Conditioning Coaches
Massage Therapists
Pain Management Consultant
• Ensure smooth communication regarding appointments, treatment schedules, cancellations, and client requirements.

9. Documentation & Reporting
• Maintain accurate client records.
• Update appointment status in the system.
• Prepare daily appointment and revenue reports as required.
• Ensure confidentiality of patient information.

10. Administrative Support
• Assist in centre operations and administrative tasks.
• Coordinate internal communication between departments.
• Support marketing activities and promotional campaigns when required.
• Assist during workshops, events, and health camps. Key Performance Indicators (KPIs) • Appointment booking accuracy.
• Appointment confirmation and follow-up completion.
• Client satisfaction and feedback scores.
• Calendar utilisation efficiency.
• Timely invoice generation and payment collection.
• Accuracy of client records.
• Call and WhatsApp response time.
• Centre cleanliness and housekeeping coordination.
• Professional communication and teamwork.
• Compliance with YOS policies and SOPs.

Required Qualifications
• Bachelor's degree or master's in any discipline.
• 1–3 years of experience in customer service, front office, healthcare administration, hospitality, or clinic management.
• Freshers with excellent communication skills may also apply.

Skills Required
• Excellent verbal and written communication in English.
• Knowledge of Kannada and Hindi is an added advantage.
• Strong customer service orientation.
• Good interpersonal and relationship management skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Ability to multitask in a fast-paced environment.
• Strong organisational and time management skills.
• Basic billing and invoicing knowledge.
• Professional appearance and positive attitude. Behavioural Competencies
• Customer-first approach.
• Professionalism and integrity.
• Empathy and patience.
• Attention to detail.
• Accountability and ownership.
• Teamwork and collaboration.
• Problem-solving ability.
• Ability to remain calm under pressure.

Working Relationships: The Customer Care Executive will work closely with:
• Physiotherapists
• Strength & Conditioning Coaches
• Massage Therapists
• Pain Management Consultant (Dr Srikant)
• Administration Team
• Accounts Department
• Marketing Team
• Centre Heads