Customer Relationship Executive

Job Summary:
The Client Relationship Executive (CRE) is responsible for managing incoming leads and enquiries, ensuring timely follow-ups, coordinating appointments, supporting consultants, and maintaining high standards of client communication. This role plays a key part in driving sales conversions, increasing walk-ins, and enhancing overall client experience.

Key Responsibilities:

1. Lead Management

• Handle all leads with high priority

• Call enquiries immediately upon receipt

• Explain services clearly over calls

• Prepare clients before clinic visits

• Share address/details via WhatsApp post-call

• Inform clients about ongoing offers

• Ensure all enquiries are addressed with complete information

2. Communication Protocol

• Understand client concerns through active listening

• Ask relevant questions to identify requirements

• Maintain a professional and courteous tone

• Ensure no calls or messages are missed

3. Pricing & Treatment Policy

• Share only approximate pricing (avoid exact quotes over phone)

• Do not finalize treatment plans remotely

• Ensure consultations happen at the clinic for final decisions

4. Appointment Management

• Confirm appointments one day prior

• Update walk-in register and internal groups

• Send reminders 2 hours before appointments

• Coordinate consultant-client interactions before visits

• Include next-day appointments in EOD reports

5. Follow-Up Responsibilities

• Reattempt unreachable calls every 2 hours

• Follow up via WhatsApp when needed

• Maintain daily follow-ups for all pending leads

• Ensure zero missed enquiries

6. Reporting & Documentation

• Maintain updated enquiry records

• Submit daily EOD reports including:

  • Enquiries handled

  • Next-day appointments

  • Consultant connectivity

  • Pending follow-ups

• Submit monthly walk-in reports

• Share daily updates in official groups

7. Market Intelligence

• Conduct one competitor analysis call weekly

• Understand competitor offerings and pricing

• Seek guidance from seniors when required

8. Asset Responsibility

• Maintain and safeguard company devices

• Ensure devices are charged and functional

• Take responsibility for any damage due to negligence

Key Performance Indicators (KPIs):

• Lead response time

• Conversion ratio

• Walk-in generation

• Zero missed calls

• Follow-up consistency

• Accuracy in data updates

• Appointment confirmation rate

Required Skills & Competencies:

• Strong communication and interpersonal skills

• Persuasion and relationship-building ability

• Time management and multitasking

• Basic sales understanding

• Professional etiquette

• Target-driven mindset

Code of Conduct:

• Maintain strict confidentiality of client data

• Follow company SOPs

• Avoid miscommunication or false commitments

• Uphold professionalism at all times

• It is a Full Time Sales / Business Development job for candidates with 6 months - 6+ years Experience.