Email & Chat Process Executive

Role Overview

The Centralised Appointment & CRM Operations Executive will be responsible for managing client appointment bookings for Advanced Hair Studio PAN India locations, handling client communication through the centralised WhatsApp number, coordinating with Hair Experts for availability and assignments, and managing day-to-day CRM operations and internal support.

This role is critical to ensuring a seamless client experience, efficient scheduling, and accurate CRM data management across all studios.

Key Responsibilities

Client Appointment & Communication

• Respond to client inquiries and follow-ups via the centralised WhatsApp number in a professional and timely manner.

• Understand client preferences and comfort to schedule appointments accordingly.

• Book and confirm client appointments across PAN India Advanced Hair Studio locations using the internal CRM.

• Ensure proper appointment confirmation, rescheduling, and cancellations as required.

Hair Expert Coordination

• Check availability of Hair Experts before booking appointments.

• Coordinate and assign appointments to Hair Experts based on schedules, expertise, and studio availability.

• Communicate work assignments clearly to Hair Experts and relevant studio teams.

CRM Operations & Data Management

• Manage end-to-end CRM operations including:

  • Lead upload and allocation

  • Client profile creation and profile merging

  • Updating appointment status and remarks

• Provide CRM support to internal teams and resolve basic CRM-related issues.

• Ensure data accuracy, completeness, and compliance with internal processes.

Internal Coordination & Reporting

• Coordinate with internal teams (Sales, Operations, IT, Studio Teams) for smooth workflow.

• Maintain proper records and reports related to appointments, leads, and CRM activities.

• Follow SOPs and ensure confidentiality of client data.

Required Skills & Competencies

• Strong communication skills (written and verbal), especially client handling on WhatsApp.

• Experience in appointment scheduling and CRM systems (healthcare / service industry preferred).

• Good coordination and multitasking abilities.

• Attention to detail and data accuracy.

• Ability to work in a fast-paced, centralised operations environment.

Preferred Qualifications

• Graduate in any discipline.

• Prior experience in CRM operations, customer coordination, or appointment management.

• Exposure to healthcare, cosmetic, wellness, or service-based industries is an advantage.

Key Performance Indicators (KPIs)

• Timely and accurate appointment booking

• Client response time and satisfaction

• CRM data accuracy and lead management efficiency

• Effective coordination with Hair Experts and studio teams

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 3 years of experience.