Retail Front Office – Wellness Experience Executive (Customer Relations & Pet Wellness)

PawsnCollars; Bengaluru South; On-site; INR 280,000 - 360,000; Full time

Benefits offered by this job

Growth opportunities

Exposure to veterinary care

Career development

Job summary

Paws & Collars is seeking a confident Retail Front Desk & Pet Wellness Executive to be the first point of contact for our pet parents in Bengaluru. The role combines front-desk management, outbound calling, appointment coordination, and pet wellness education.

You will engage customers across phone, WhatsApp and in person, guide them to the right service, and support retail sales while maintaining accurate records and delivering a welcoming experience.

Qualifications

• 1–3 years of experience in customer service, front desk, retail, or similar roles.
• Strong outbound calling and follow-up experience.
• Excellent verbal communication and interpersonal skills.
• Ability to manage appointments and customer management software.
• Comfortable with sales conversations and achieving service/retail targets.
• Basic computer skills and familiarity with WhatsApp.

Responsibilities

• Welcome pet parents and manage the front desk to ensure a smooth customer experience.
• Handle inquiries via phone, WhatsApp and in person.
• Schedule and coordinate veterinary, grooming, wellness, daycare, and boarding appointments.
• Educate customers on preventive pet wellness and services.
• Maintain accurate records of calls, bookings and follow-ups.
• Support retail sales and upselling aligned with customer needs.

Skills

Customer service

Outbound calling

Appointment scheduling

CRM usage

Retail sales

Communication

Education

Higher secondary or equivalent

Tools

CRM software

POS system

WhatsApp Business

Job description

Retail Front Desk & Pet Wellness Executive

Employment Type: Full-Time

Department: Customer Experience & Operations

Experience: 1–5 Years

About Paws & Collars

Paws & Collars is a 360 pet care and wellness brand focused on helping pets live healthier, happier and longer lives.

Our services include veterinary care, preventive wellness, grooming & spa, pet hotel, daycare, pharmacy, retail and pet community experiences.

We are looking for a confident, customer-focused and organized Front Desk & Pet Wellness Executive to become the first point of contact for our pet parents and play an important role in building long‑term customer relationships.

This is not a traditional reception role. The position combines front‑desk management, outbound calling, appointment coordination, customer relationship management, retail sales and pet wellness education.

Key Responsibilities:

• Welcome pet parents and their pets warmly and professionally.
• Manage the front desk and ensure a smooth customer experience.
• Handle customer enquiries through phone, WhatsApp and in‑person interactions.
• Understand customer requirements and guide them to the appropriate Paws&Collars service.
• Handle customer concerns professionally and elevate issues to the appropriate team.
• Maintain a clean, organized and welcoming reception area.
• Make regular outbound calls to existing and prospective customers.
• Follow up on enquiries, missed appointments and pending bookings.
• Contact customers for grooming, veterinary, wellness, daycare and boarding reminders.
• Follow up with customers after services and encourage appropriate repeat bookings.
• Re‑engage inactive customers and generate new appointments.
• Maintain accurate records of all calls, conversations and follow‑up actions.

3. Appointment Management

• Schedule and manage appointments for veterinary consultations, preventive wellness services, grooming, daycare, boarding and other services.
• Confirm appointments and reduce no‑shows through timely reminders.
• Coordinate appointment schedules with veterinarians, groomers and pet‑care teams.
• Maintain accurate daily appointment records.
• Identify opportunities for rebooking and recurring services.

4. Pet Wellness & Customer Education

• Develop a strong working knowledge of preventive pet wellness.
• Understand basic concepts related to nutrition, grooming, vaccinations, routine health checks, parasite prevention, senior‑pet care and general pet wellness.
• Explain Paws & Collars services clearly to pet parents.
• Identify customer requirements and recommend the appropriate service or consultation.
• Recognize when a customer requires veterinary advice and appropriately refer medical questions to the veterinary team.
• Never provide independent medical diagnosis or treatment recommendations.
• Assist customers in selecting appropriate pet food, treats, grooming products, wellness products and other retail products.
• Understand product features, benefits and appropriate usage.
• Support cross‑selling and upselling based on genuine customer requirements.
• Maintain awareness of current products, promotions, memberships and offers.
• Support inventory checks and communicate stock requirements to the relevant team.
• Ensure accurate billing and POS transactions.

6. Customer Relationship Management

• Build strong and lasting relationships with pet parents.
• Maintain accurate customer and pet information.
• Track customer visits, services, purchases and follow‑ups.
• Identify opportunities to improve customer retention.
• Encourage repeat visits, memberships and relevant wellness services.
• Maintain professional communication across phone, WhatsApp and other customer channels.

7. Team Coordination

• Coordinate effectively with veterinarians, groomers, pet‑care staff, retail staff and management.
• Communicate customer requirements accurately to the relevant team.
• Ensure customers receive timely updates regarding appointments and services.
• Support smooth day‑to‑day operations of the outlet.

Candidate Requirements:

• 1–3 years of experience in customer service, front desk, telesales, retail, hospitality, healthcare, wellness or a similar customer‑facing role
• Strong experience in outbound calling and customer follow‑up
• Excellent verbal communication and interpersonal skills
• Ability to confidently speak with customers over the phone
• Experience with appointment scheduling or customer management
• Basic computer skills
• Ability to use WhatsApp and other digital communication tools
• Comfortable with sales conversations and achieving service/retail targets
• Strong organisational and follow‑up skills
• Professional appearance and customer‑friendly personality

Preferred

• Experience in a veterinary clinic, pet‑care business, pet retail, grooming/spa, healthcare, hospitality or premium retail environment
• Basic knowledge of pet nutrition and preventive wellness
• Experience using CRM, POS or appointment‑management software
• Genuine interest in pets and animal welfare.

Key Skills

Customer Service | Outbound Calling | Telecalling | Appointment Management | Customer Relationship Management | Retail Sales | Upselling | Cross‑Selling | Sales Conversion | Pet Care | Pet Wellness | Communication | CRM | POS | WhatsApp Business | Customer Retention

Performance Expectations

The successful candidate will be expected to contribute to

• Appointment bookings and conversions
• Outbound calling and follow‑up completion
• Customer retention and repeat visits
• Grooming, veterinary and wellness bookings
• Retail sales and cross‑selling
• Membership conversions
• Reduction in no show appointments
• Accurate customer and appointment records

The ideal candidate should be able to:

Understand the customer → Identify the need → Recommend the right service → Make the booking → Follow up → Build a long‑term relationship

What We Offer

• Opportunity to work with a growing 360 pet‑care and wellness brand.
• Exposure to veterinary care, preventive wellness, nutrition, grooming, retail and pet‑care operations.
• Opportunity to work closely with veterinarians and trained pet‑care professionals.
• Learning and development opportunities in pet wellness and customer experience.
• Career growth opportunities within Paws&Collars.

Who We Are Looking For

We are looking for someone who is confident on the phone, warm with customers, organized with appointments, comfortable with sales and genuinely interested in pet wellness.

If you enjoy speaking with people, building relationships, solving customer needs and working around pets, we would love to hear from you.