Custome Care Executive Team Leader

New Hope Fertility Ivf And Research Center; Indore District; On-site; INR 305,000 - 365,000; Full time

Job summary

New Hope Fertility, IVF & Research Centre seeks a proactive Team Leader Customer Care to lead the patient care team, ensuring an exceptional patient experience and driving lead conversion into centre visits and treatment inquiries.

The role requires a graduate with strong leadership and communication skills, with experience in healthcare or IVF settings, and proficiency in Excel and CRM/HIS software. MBA is preferred for this leadership position.

Qualifications

• Graduate in any discipline (MBA preferred).
• 25 years of experience in Customer Care, Healthcare, Hospital, IVF, Diagnostic Centre, or BPO.
• Minimum 1 year of team handling experience.
• Strong communication, leadership, counselling, and conversion skills.
• Proficiency in MS Excel and CRM/HIS software is preferred.

Responsibilities

• Lead and manage the Customer Care team to achieve monthly targets.
• Convert quality enquiries into appointments and patient visits.
• Monitor daily follow-ups, call quality, and lead conversion.
• Handle escalated patient queries and provide effective counselling.
• Coordinate with Marketing, Front Office, and Doctors for seamless patient management.
• Prepare daily and monthly performance reports (MIS).

Skills

Team Leadership

Lead Conversion

Patient Counselling

Customer Relationship Management

Communication & Negotiation

Performance Management

Complaint Resolution

MIS Reporting

Education

Graduate in any discipline

MBA preferred

Tools

MS Excel

CRM/HIS software

Job description

Team Leader Customer Care

Location: New Hope Fertility, IVF & Research Centre / Samarpan Diagnostic Centre
Experience: 2-5 Years
Salary (CTC): 30,000 per month

Job Summary

We are seeking a proactive and customer-focused Team Leader Customer Care to lead our customer care team, ensure exceptional patient experience, and drive quality lead conversion into centre visits and treatment enquiries.

Key Responsibilities

• Lead and manage the Customer Care team to achieve monthly targets.
• Convert quality enquiries into appointments and patient visits.
• Monitor daily follow-ups, call quality, and lead conversion.
• Handle escalated patient queries and provide effective counselling.
• Coordinate with Marketing, Front Office, and Doctors for seamless patient management.
• Prepare daily and monthly performance reports (MIS).

Requirements

• Graduate in any discipline (MBA preferred).
• 25 years of experience in Customer Care, Healthcare, Hospital, IVF, Diagnostic Centre, or BPO.
• Minimum 1 year of team handling experience.
• Strong communication, leadership, counselling, and conversion skills.
• Proficiency in MS Excel and CRM/HIS software is preferred.

Key Skills

• Team Leadership
• Lead Conversion
• Patient Counselling
• Customer Relationship Management
• Communication & Negotiation
• Performance Management
• Complaint Resolution
• MIS Reporting