Customer Care Specialist

Hema's Enterprises; Chennai; On-site; INR 240,000 - 380,000; Full time

Job summary

Hema's Enterprises in Chennai is seeking a dedicated Customer Care Executive to be the single point of contact for our clients, handling inquiries, scheduling grooming, veterinary, and other pet care services with a focus on timeliness and quality.

You will manage billing, invoicing, maintain client and pet records in our CRM, coordinate with grooming and operations teams, and ensure a seamless, compassionate customer experience.

Qualifications

• Experience in customer service and client relationship management.
• Experience with billing, invoicing, and data entry.
• Familiarity with CRM or pet management software.
• Excellent communication, organizational, and multitasking abilities.
• Compassion for animals and passion for pet care.

Responsibilities

• Act as the single point of contact for assigned clients, addressing inquiries and ensuring timely follow-up.
• Build and maintain strong relationships with clients by delivering exceptional customer service and personalized support.
• Schedule and coordinate grooming, veterinary, boarding, or other pet care services based on client requirements.
• Prepare and process invoices, billing, payments, and receipts accurately.
• Perform data entry and maintain up-to-date client and pet information in the organization's software/CRM system.
• Ensure the accuracy of pet profiles, including medical history, grooming preferences, vaccination records, and service history.
• Coordinate with grooming, veterinary, and operations teams to ensure services are delivered as scheduled.
• Assist clients with service recommendations, appointment changes, cancellations, and follow-up communications.
• Monitor ongoing client requests and ensure issues are resolved promptly and professionally.
• Communicate appointment reminders, service updates, and post-service feedback requests.
• Handle customer concerns, complaints, or escalations with empathy and work towards timely resolution.
• Maintain confidentiality and accuracy of customer and pet information.
• Support cross-functional teams by coordinating daily operational requirements and ensuring smooth client experiences.
• Generate basic reports related to appointments, billing, and customer interactions when required.
• Ensure compliance with company policies, service standards, and customer care procedures.
• Continuously identify opportunities to improve customer satisfaction and operational efficiency.

Skills

Verbal and written communication

Customer service

Billing and invoicing

CRM software

Organization and multitasking

Attention to detail

Problem-solving

Team collaboration

Compassion for animals

Tools

CRM software

Job description

Key Responsibilities

• Act as the single point of contact (SPOC) for assigned clients, addressing inquiries and ensuring timely follow-up.
• Build and maintain strong relationships with clients by delivering exceptional customer service and personalized support.
• Schedule and coordinate grooming, veterinary, boarding, or other pet care services based on client requirements.
• Prepare and process invoices, billing, payments, and receipts accurately.
• Perform data entry and maintain up-to-date client and pet information in the organization's software/CRM system.
• Ensure the accuracy of pet profiles, including medical history, grooming preferences, vaccination records, and service history.
• Coordinate with grooming, veterinary, and operations teams to ensure services are delivered as scheduled.
• Assist clients with service recommendations, appointment changes, cancellations, and follow-up communications.
• Monitor ongoing client requests and ensure issues are resolved promptly and professionally.
• Communicate appointment reminders, service updates, and post-service feedback requests.
• Handle customer concerns, complaints, or escalations with empathy and work towards timely resolution.
• Maintain confidentiality and accuracy of customer and pet information.
• Support cross-functional teams by coordinating daily operational requirements and ensuring smooth client experiences.
• Generate basic reports related to appointments, billing, and customer interactions when required.
• Ensure compliance with company policies, service standards, and customer care procedures.
• Continuously identify opportunities to improve customer satisfaction and operational efficiency.

Key Skills

• Excellent verbal and written communication skills.
• Strong customer service and relationship management abilities.
• Proficiency in billing, invoicing, and data entry.
• Experience working with CRM or pet management software.
• Strong organizational and multitasking skills.
• High attention to detail and accuracy.
• Problem-solving and conflict-resolution skills.
• Ability to work collaboratively with grooming, veterinary, and operations teams.
• Compassion for animals and a genuine passion for delivering outstanding pet care experiences.