Customer Care Manager

Role & responsibilities

• Manage and lead the Customer Care team to ensure excellent patient/customer experience.
• Handle customer queries, concerns, complaints and escalations effectively and ensure timely resolution.
• Conduct and support financial counselling, explaining treatment packages, payment options, estimates and billing-related information clearly to customers.
• Coordinate with doctors, operations, billing and other departments to ensure smooth customer/patient journey.
• Monitor customer satisfaction, feedback and service quality, and take corrective actions wherever required.
• Guide the team in customer communication, counselling, follow-up and conversion.
• Track enquiries, follow-ups and conversions and prepare regular MIS reports for management.
• Ensure adherence to organisational policies, SOPs and customer service standards.
• Train, coach and motivate the Customer Care team to improve performance and service delivery.
• Handle sensitive and high-value customer interactions professionally and maintain confidentiality.
• Identify opportunities to improve customer experience and contribute to business growth.
• Ensure smooth coordination and support during the complete customer journey from enquiry to service completion.

Preferred candidate profile

• Graduate/Postgraduate with 28 years of relevant experience in Customer Care, Customer Relationship Management, Counselling or Operations.
• Candidates with experience in the Healthcare or Automobile industry will be preferred.
• Strong experience in customer handling, relationship management and financial counselling.
• Excellent communication, interpersonal and negotiation skills.
• Ability to handle customer complaints, escalations and difficult conversations professionally.
• Good team-handling and people-management skills.
• Strong follow-up, coordination and problem-solving abilities.
• Comfortable working with targets, MIS reports and customer conversion metrics.
• Should have a customer-centric approach with strong ownership and accountability.
• Proficiency in MS Office and basic reporting tools will be an added advantage.