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