Customer Relationship Executive

Shift Timings: 10 AM – 7 PM (should be flexible to work on extended timings for Clinic/Center visits)

Languages Mandatory - Fluent in English, Hindi, and Kannada.

Health

Health is an evidence-backed physiotherapy and performance healthcare company focused on injury prevention, pain management, movement optimisation, rehabilitation and performance enhancement. Through technology-backed assessments, evidence-based treatment protocols and long-term strength programmes, we help individuals recover better, move better and perform at their highest potential.

We operate five centres across Bengaluru — HSR, Whitefield, Indiranagar, JP Nagar and Koramangala — delivering 6,000+ sessions every month. As we expand across Bengaluru, we are building the systems, processes and customer experience capabilities needed to scale Stance into a leading high-performance healthcare brand.

Role Overview

We are looking for a Customer Care Executive who will be responsible for managing customer interactions, handling inbound and outbound calls, addressing queries, coordinating appointments and ensuring a smooth customer experience across Stance Health centres.

The role requires excellent communication skills, a customer-first approach, strong follow-up discipline and the ability to coordinate effectively with internal teams to ensure timely resolution of customer concerns.

Roles & Responsibilities:

1. Customer Communication & Query Management

● Handle incoming customer calls and respond to queries regarding Stance's services, programmes, appointments and centres.

● Provide accurate information to prospective and existing customers about the services offered.

● Understand customer requirements and direct them to the appropriate centre or team wherever required.

● Handle customer concerns, feedback and complaints professionally, ensuring timely resolution.

● Maintain a polite, empathetic and professional approach across all customer interactions.

Appointment & Shift Timings: 10 AM – 7 PM (should be flexible to work on extended timings for Clinic/Center visits)

Languages Mandatory - Fluent in English, Hindi, and Kannada.

Health

Health is an evidence-backed physiotherapy and performance healthcare company focused on injury prevention, pain management, movement optimisation, rehabilitation and performance enhancement. Through technology-backed assessments, evidence-based treatment protocols and long-term strength programmes, we help individuals recover better, move better and perform at their highest potential.

We operate five centres across Bengaluru — HSR, Whitefield, Indiranagar, JP Nagar and Koramangala — delivering 6,000+ sessions every month. As we expand across Bengaluru, we are building the systems, processes and customer experience capabilities needed to scale Stance into a leading high-performance healthcare brand.

Role Overview

We are looking for a Customer Care Executive who will be responsible for managing customer interactions, handling inbound and outbound calls, addressing queries, coordinating appointments and ensuring a smooth customer experience across Stance Health centres.

The role requires excellent communication skills, a customer-first approach, strong follow-up discipline and the ability to coordinate effectively with internal teams to ensure timely resolution of customer concerns.

Roles & Responsibilities:

2. Customer Communication & Query Management

● Handle incoming customer calls and respond to queries regarding Stance's services, programmes, appointments and centres.

● Provide accurate information to prospective and existing customers about the services offered.

● Understand customer requirements and direct them to the appropriate centre or team wherever required.

● Handle customer concerns, feedback and complaints professionally, ensuring timely resolution.

● Maintain a polite, empathetic and professional approach across all customer interactions.

3. Appointment & Follow-up Management

● Coordinate appointment bookings, confirmations, rescheduling and cancellations.

● Make outbound calls to follow up with prospective customers and individuals who have enquired about Stance's services.

● Follow up with customers who have missed appointments or have not completed their booking process.

● Ensure timely communication and reminders for scheduled appointments.

● Maintain consistent follow-ups to minimise missed appointments and improve customer conversion.

4. Lead & Customer Management

● Respond to incoming enquiries and ensure that no customer enquiry or call goes unattended.

● Track customer enquiries, follow-ups and appointment status through the designated CRM or tracking system.

● Maintain accurate records of customer interactions, call outcomes and follow-up activities.

● Coordinate with the relevant teams to ensure leads and customer requests are followed up on time.

● Identify opportunities to improve customer engagement and appointment bookings.

5. Centre Coordination & Customer Experience

● Coordinate with therapists, centre managers and front-desk teams across locations to address customer requirements.

● Ensure smooth communication between customers and the respective centres.

● Assist in resolving appointment-related issues, service concerns and other customer grievances.

● Conduct centre visits when required to understand on-ground processes and improve customer experience.

● Escalate unresolved or critical customer concerns to the reporting manager.

6. Reporting & Process Adherence

● Maintain daily records of inbound and outbound calls, customer enquiries, appointments and follow-ups.

● Share regular updates and reports on customer interactions and pending follow-ups.

● Adhere to established customer communication protocols and internal processes.

● Ensure timely closure of assigned customer queries and requests.

Mandatory Requirements

● 2–4 years of experience in customer care, customer support, telecalling, front-office operations or a similar customer-facing role.

● Excellent verbal communication skills in English, Hindi and Kannada.

● Strong interpersonal skills and a customer-first approach.

● Comfortable handling both inbound and outbound calls.

● Good follow-up, coordination and problem-solving skills.

● Basic computer proficiency, including MS Office, Google Sheets and email.

● Experience working with CRM systems or customer management tools is an advantage.

● Ability to manage multiple customer interactions and priorities effectively.

● Willingness to travel to Stance centres across Bengaluru whenever required.

• It is a Full Time Customer Support / TeleCaller job for candidates with 2 - 6+ years Experience.