Front Office Executive

Khushi; Mumbai; On-site; INR 279,000 - 469,000; Full time

Job summary

Khushi is seeking a proactive Front Office & Client Management professional in Mumbai to deliver a premium clinic experience. You will manage reception, handle calls and WhatsApp enquiries, schedule appointments and maintain client records.

You will drive sales by guiding leads, explaining treatments and achieving monthly targets, while maintaining CRM accuracy and handling billing processes efficiently.

Qualifications

• Excellent verbal communication in English and Hindi.
• Strong sales, convincing and negotiation skills.
• Excellent customer-handling and interpersonal skills.
• Confident and professional personality.
• Strong follow-up skills.
• Ability to work with monthly sales targets.
• Good knowledge of MS Office / Google Sheets.
• Comfortable using CRM software and WhatsApp for business communication.
• Good organizational and multitasking abilities.
• Professional grooming and presentation.

Responsibilities

• Front Office & Client Management: welcome clients, manage reception, handle calls and walk-ins.
• Schedule, reschedule and confirm appointments; maintain records.
• Coordinate with doctors and staff to ensure premium clinic experience.
• Sales & Lead Conversion: manage leads, explain treatments, and convert to consultations/bookings.
• Follow up with leads and existing clients for bookings and packages.
• CRM & Reporting: keep CRM updated; track leads and daily reports.
• Billing & Payments: assist with billing, package bookings and payments; maintain records.

Skills

Excellent communication

English & Hindi

Sales skills

Customer handling

Follow-up skills

MS Office / Google Sheets

CRM software

WhatsApp for business

Organizational skills

Presentation/grooming

Tools

CRM software

MS Office / Google Sheets

Job description

Front Office & Client Management

• Welcome and greet clients professionally and warmly.
• Manage the reception area and ensure a premium clinic experience.
• Handle incoming calls, WhatsApp enquiries and walk-in clients.
• Schedule, reschedule and confirm appointments.
• Maintain proper client and appointment records.
• Coordinate with doctors, dermatologists, therapists and other clinic staff.
• Ensure smooth client flow throughout the consultation and treatment process.
• Handle client queries and concerns professionally.

Sales & Lead Conversion

• Handle leads received through calls, WhatsApp, social media, website and walk-ins.
• Understand the client's concerns and requirements and guide them towards the appropriate consultation/service.
• Explain available treatments, packages, pricing and offers clearly.
• Convert enquiries into consultations and treatment bookings.
• Follow up with leads who have not yet booked or started treatment.
• Follow up with existing clients for repeat sessions, packages and recommended treatments.
• Handle objections related to pricing, treatment duration, results and packages professionally.
• Achieve monthly individual and clinic sales targets.
• Upsell and cross-sell relevant clinic services and products where appropriate.

CRM & Reporting

• Maintain accurate lead and client information in the CRM.
• Update every call, enquiry, appointment and follow-up promptly.
• Track lead status from Enquiry Consultation Treatment Conversion.
• Maintain daily reports for leads, appointments, conversions and sales.
• Follow up on missed calls and pending leads on a daily basis.
• Maintain records of cancelled, rescheduled and no-show appointments.

Billing & Payments

• Assist with billing, package bookings and payment collection.
• Maintain accurate records of daily collections.
• Coordinate with accounts/management for payment-related queries.
• Ensure all client documentation and billing records are updated correctly.

Required Skills

• Excellent verbal communication skills in English and Hindi.
• Strong sales, convincing and negotiation skills.
• Excellent customer-handling and interpersonal skills.
• Confident and professional personality.
• Strong follow-up skills.
• Ability to work with monthly sales targets.
• Good knowledge of MS Office / Google Sheets.
• Comfortable using CRM software and WhatsApp for business communication.
• Good organizational and multitasking abilities.
• Professional grooming and presentation.

Preferred Experience

• Experience in aesthetic clinics, dermatology clinics, cosmetology, skin & hair clinics, premium salons, healthcare or wellness.
• Experience in sales, counselling, telecalling, front office or customer relationship management will be preferred.
• Candidates with experience in selling aesthetic/beauty/healthcare packages will have an added advantage.

Key Performance Indicators (KPIs)

• Lead-to-consultation conversion
• Consultation-to-treatment conversion
• Monthly sales achievement
• Number of follow-ups completed
• Appointment bookings and attendance
• Lead response time
• Repeat client conversions
• Package/service sales
• Client satisfaction
• CRM accuracy and daily reporting