Front Desk Manager

Vetic; Kolkata District, Pune District, Gurugram District; On-site; INR 450,000 - 650,000; Full time

Job summary

Vetic is seeking a proactive Experience Manager to ensure a seamless, high-quality experience for pet parents visiting our clinics. You will manage customer interactions, resolve on-ground concerns, and coordinate with veterinarians and front desk teams to maintain service standards.

The role requires strong English and Hindi or regional language communication, 1–4 years in CX or hospitality, and hands-on reporting.

Qualifications

• Graduate with 1–4 years experience in customer experience or client-facing roles.
• Excellent communication and problem-solving skills.
• Ability to handle face-to-face interactions in a fast-paced clinic.
• Fluent in English plus Hindi or a regional language.

Responsibilities

• Act as the primary point of contact for pet parents visiting the clinic.
• Ensure a smooth and positive customer journey from entry to service completion.
• Handle face-to-face customer queries, concerns, and service-related complaints professionally.
• Guide customers regarding consultations, grooming services, vaccinations, diagnostics, surgeries, pharmacy, and other clinic services.
• Coordinate with veterinarians, clinic managers, and front desk teams to ensure timely issue resolution.
• Manage customer escalations and ensure effective conflict resolution while maintaining customer satisfaction.
• Collect and analyze customer feedback to identify areas of service improvement.
• Support clinic operations in maintaining service quality and efficient customer flow.
• Maintain records of customer interactions, complaints, and resolutions.
• Ensure consistent customer experience standards aligned with Vetics service philosophy.

Skills

Customer-centric

Communication

Interpersonal skills

Conflict resolution

Relationship management

Education

Graduation (any field)

Job description

About the Role

Vetic is looking for a proactive and customer-focused Experience Manager who will ensure a seamless and exceptional experience for pet parents visiting our clinics. The role involves managing customer interactions, resolving on-ground concerns, and maintaining high service standards to deliver an outstanding clinic experience.

Key Responsibilities

• Act as the primary point of contact for pet parents visiting the clinic.
• Ensure a smooth and positive customer journey from entry to service completion.
• Handle face-to-face customer queries, concerns, and service-related complaints professionally.
• Guide customers regarding consultations, grooming services, vaccinations, diagnostics, surgeries, pharmacy, and other clinic services.
• Coordinate with veterinarians, clinic managers, and front desk teams to ensure timely issue resolution.
• Manage customer escalations and ensure effective conflict resolution while maintaining customer satisfaction.
• Collect and analyze customer feedback to identify areas of service improvement.
• Support clinic operations in maintaining service quality and efficient customer flow.
• Maintain records of customer interactions, complaints, and resolutions.
• Ensure consistent customer experience standards aligned with Vetics service philosophy.

Requirements

• Graduate with 1–4 years experience in customer experience, customer service, hospitality, retail operations, healthcare, or client-facing roles.
• Strong communication and interpersonal skills in English + Hindi/Regional language.
• Excellent problem-solving and conflict management skills.
• Ability to handle face-to-face customer interactions in a fast-paced environment.
• Customer-first mindset with strong relationship management skills.
• Basic computer knowledge for reporting and operational coordination.