Relationship Manager

Role: Assistant Manager – Relationship Management (Customer Support)

Job Type: Full-Time

Location: Mohali / Gurgaon

About the role:

As an Assistant Manager – Relationship Management, you will play a pivotal leadership role within our customer support function. You will be responsible for managing and mentoring the Relationship Manager (RM) team, ensuring exceptional service delivery, strong client relationships, and high customer satisfaction within the healthcare domain. This role requires a balance of people management, operational excellence, and client-centric thinking.

Specifically, this role will involve:

Lead, mentor, and support the Relationship Manager (RM) team to drive high performance and service quality.

Build and maintain strong, long-term relationships with healthcare clients through proactive engagement and effective issue resolution.

Handle client escalations and ensure timely and satisfactory resolution of concerns.

Monitor team performance against KPIs such as CSAT, response time, and ticket resolution.

Identify gaps and implement process improvements to enhance efficiency and customer experience.

Collaborate closely with internal teams including Operations, Sales, and Product to ensure seamless communication and resolution.

Conduct regular training and development sessions to upskill the RM team on products, processes, and service standards.

Prepare and share regular performance reports, client insights, and operational updates with senior management.

Collect, analyze, and act upon customer feedback to drive service improvements and business growth.

Ideal candidate will have:

3+ years of experience in customer support, client relationship management, or healthcare services.

At least 1 year of experience in a supervisory or team management role.

Strong leadership and people-management skills with a coaching mindset.

Excellent verbal and written communication skills.

Proactive problem-solving ability and a customer-first approach.

Experience working with CRM tools (Kapture or similar platforms preferred).

Ability to multitask, manage priorities, and perform well in a fast-paced environment.

High levels of empathy, patience, and professionalism while dealing with healthcare clients.

Qualifications:

Bachelor’s degree in Healthcare Management, Business Administration, or a related field.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.