Customer Care Head
Company: Amend Dental Centre
Job Type: Full-Time
Experience: 12–17 Years
Industry: Healthcare / Dental
Job Overview
Amend Dental Centre is looking for an experienced and dynamic Customer Care Head to lead and strengthen our customer service operations across branches. The ideal candidate will have strong experience in the healthcare industry, excellent communication skills, and the ability to monitor branch-level customer service performance.
Key Responsibilities
- Lead and manage the customer care team across Amend Dental Centre branches.
- Conduct regular branch visits to evaluate customer service standards and operational processes.
- Develop and implement customer care SOPs, service standards, and processes.
- Create and maintain customer care scorecards to measure branch and team performance.
- Monitor KPIs such as patient satisfaction, response time, complaint resolution, follow-ups, conversion, and service quality.
- Identify gaps during branch visits and implement corrective and preventive actions.
- Handle escalated customer/patient complaints and ensure timely resolution.
- Train and coach customer care teams to improve communication and service quality.
- Coordinate with branch managers, clinical teams, and management to improve the overall patient experience.
- Analyze customer feedback and prepare regular performance reports for management.
- Develop strategies to improve patient retention, satisfaction, referrals, and overall customer experience.
- Ensure consistent customer service standards across all Amend Dental Centre branches.
Candidate Requirements
- 12–17 years of total professional experience, preferably with significant experience in customer care/service management.
- Healthcare industry experience is mandatory/preferred.
- Experience managing customer care operations across multiple branches will be an advantage.
- Strong experience in KPI management, scorecard creation, customer experience, and team leadership.
- Excellent interpersonal and problem-solving skills.
- Strong ability to conduct branch audits/visits and identify operational gaps.
- Willingness to travel between branches as required.
Language Requirements
- English – Excellent
- Hindi – Excellent
- Malayalam – Excellent
Key Skills
Customer Care Management | Patient Experience | Healthcare Operations | Branch Audits | KPI Management | Scorecard Development | Complaint Resolution | Team Leadership | Customer Retention | Communication Skills | Process Improvement
Ideal Candidate
A senior customer-service professional who can standardize customer care across multiple Amend Dental Centre branches, build an accountable team, monitor performance through structured scorecards, and deliver an exceptional patient experience.
Apply Now: Candidates with strong healthcare customer-care leadership experience and excellent communication skills are encouraged to apply.
Pay: From ₹75,000.00 per month
Work Location: In person
