Front Office Executive

Firstmeridian Global Services; Hyderabad, Bengaluru; On-site; INR 400,000 - 700,000; Full time

Job summary

Firstmeridian Global Services in Hyderabad is seeking a Store/Clinic Operations Lead to drive exceptional customer experience, manage a small team, and ensure smooth store/clinic operations.

You will guide consultants, coordinate with doctors and backend teams, handle appointments, maintain CRM data hygiene, and contribute to revenue targets through upselling and efficient MIS reporting.

Qualifications

• Graduate degree required.
• 2+ years of team-handling experience.
• Strong communication and customer engagement skills.
• Good people-management skills.
• Comfortable with CRM, Excel/Google Sheets, and daily MIS reporting.
• Strong ownership, accountability, and problem-solving approach.

Responsibilities

• Welcome and guide customers professionally throughout their visit.
• Support customers during consultations and treatment journeys.
• Explain treatment plans and product usage.
• Drive customer satisfaction, retention, and repeat visits.
• Handle customer queries and escalations effectively.
• Conduct outbound calls for appointment confirmations, follow-ups, retention, and service recovery.
• Follow up with missed leads, no-shows, and inactive customers.
• Communicate with customers through calls, WhatsApp, and CRM.

Skills

Team leadership

Customer engagement

Communication

People management

CRM

Excel/Google Sheets

MIS reporting

Problem-solving

Education

Graduate degree

Tools

CRM software

Excel/Google Sheets

Job description

Candidate Requirements

• Graduate Mandatory
• 46 years of experience in retail, wellness, healthcare, hospitality, or customer-facing operations
• 2+ years of team-handling experience
• Strong communication and customer engagement skills
• Good people-management skills
• Comfortable working with CRM, Excel/Google Sheets, and daily MIS reporting
• Strong ownership, accountability, and problem-solving approach.

Key Responsibilities

Customer Experience & Engagement

• Welcome and guide customers professionally throughout their visit.
• Support customers during consultations and treatment journeys.
• Explain treatment plans and product usage.
• Drive customer satisfaction, retention, and repeat visits.
• Handle customer queries and escalations effectively.
• Conduct outbound calls for appointment confirmations, follow-ups, retention, and service recovery.
• Follow up with missed leads, no-shows, and inactive customers.
• Communicate with customers through calls, WhatsApp, and CRM.

Store Operations & Team Management

• Manage smooth day-to-day store/clinic operations.
• Ensure opening, closing, hygiene, and operational standards.
• Supervise and guide Client Servicing Consultants and support staff.
• Manage appointments, walk-ins, and customer escalations.
• Coordinate with doctors, backend teams, and cross-functional stakeholders.
• Prepare shift rosters and monitor team productivity, discipline, and SOP adherence.

Business & Performance Management

• Drive store performance and support revenue targets.
• Guide the team on products, treatment plans, and upselling opportunities.
• Track footfall, appointments, conversions, and follow-ups.
• Maintain daily MIS and reporting.
• Ensure inventory accuracy and timely replenishment.
• Maintain CRM data hygiene.
• Support local marketing and customer engagement initiatives.