Front Desk Manager

Vetic; New Delhi, Gurugram District, Dadri; On-site; INR 334,800 - 558,000; Full time

Job summary

Vetic is looking for a proactive Experience Manager in New Delhi to ensure exceptional experiences for pet parents at our clinics. The role requires managing customer interactions, resolving concerns, and maintaining high service standards.

The candidate must possess strong communication skills in English and Hindi and have 0 - 5 years of experience in customer service or client-facing roles. This position emphasizes problem-solving and conflict management to improve customer satisfaction.

Qualifications

• Graduate with 0 - 5 years of experience in customer experience or client-facing roles.
• Strong communication and interpersonal skills in English and Hindi.
• Excellent problem-solving and conflict management skills.

Responsibilities

• Act as the primary point of contact for pet parents.
• Ensure a smooth and positive customer journey.
• Handle customer queries and service-related complaints professionally.
• Guide customers regarding clinic services like consultations and vaccinations.
• Collect and analyze customer feedback for service improvement.

Skills

Strong communication in English and Hindi

Problem-solving

Conflict management

Customer relationship management

Education

Graduate with 0 - 5 years experience

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 Vetic service philosophy.

Requirements

• Graduate with 0 - 5 years experience in customer experience, customer service, hospitality, retail operations, healthcare, or client-facing roles.
• Strong communication and interpersonal skills in English + Hindi.
• 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.