Customer Relationship Executive (CRE)
Company: Pachouli Aesthetic & Wellness Pvt. Ltd.
Location: Malviya Nagar, New Delhi
Department: Customer Experience / Clinic Operations
Employment Type: Full-Time
Work Mode: On-Site
Experience: 1–3 Years
Industry: Aesthetic, Wellness, Beauty & Healthcare
About Pachouli
Pachouli Aesthetic & Wellness is a growing aesthetic and wellness organization offering personalized solutions across skin, hair, laser, slimming, Ayurveda and wellness. The Customer Relationship Executive will play a key role in ensuring a premium customer experience while supporting appointment bookings, client follow-ups, treatment conversions and customer retention.
Role Purpose
The Customer Relationship Executive will be responsible for managing the complete customer journey—from the first enquiry or clinic visit through consultation, treatment booking, follow-ups and repeat visits.
The role requires a combination of excellent customer service, communication, relationship management, counselling and sales skills. The candidate should be confident in interacting with clients, understanding their concerns and coordinating with doctors, therapists, dietitians and the clinic team to ensure a smooth experience.
Key Responsibilities1. Customer Handling & Relationship Management
- Welcome every client professionally and create a warm, premium and personalized clinic experience.
- Understand customer requirements, concerns, expectations and treatment interests.
- Maintain strong relationships with existing and prospective customers.
- Act as the primary point of contact for customers throughout their clinic journey.
- Handle customer queries through phone calls, WhatsApp and in-person interactions.
- Ensure timely resolution of customer concerns and complaints.
- Maintain professionalism, confidentiality and empathy while dealing with customers.
2. Lead Management & Follow-Ups
- Handle inbound leads received through calls, WhatsApp, website, social media and other sources.
- Make outbound calls to prospective customers and generate appointments.
- Follow up systematically with leads who have not yet booked consultations or treatments.
- Maintain accurate lead and follow-up records in the CRM/software.
- Ensure no genuine enquiry is missed or left unattended.
- Reconnect with previous customers for consultations, treatment continuation and repeat services.
- Follow up on consultation outcomes and pending treatment decisions.
3. Appointment & Consultation Coordination
- Schedule, confirm and reschedule customer appointments.
- Coordinate appointments with doctors, dietitians, therapists and consultants.
- Maintain the daily appointment calendar and minimize no-shows.
- Send appointment reminders and confirmation messages.
- Coordinate the customer's movement from reception to consultation and treatment areas.
- Ensure customers are informed about appointment timings, required preparation and relevant clinic instructions.
4. Customer Counselling & Service Presentation
- Explain Pachouli's available services and treatment categories in a clear and professional manner.
- Understand customer requirements and guide them toward the appropriate consultation/service.
- Explain treatment packages, membership plans, offers and applicable commercial terms as per company-approved guidelines.
- Support doctors and consultants by ensuring customers understand the recommended treatment journey.
- Never make independent medical claims or provide medical advice beyond approved company/doctor guidance.
5. Sales & Conversion
- Achieve assigned monthly appointment, conversion and revenue targets.
- Convert enquiries into consultations and consultations into treatment/package bookings.
- Identify opportunities for cross-selling and up-selling relevant services.
- Promote suitable packages, memberships and continuation plans.
- Follow up with customers who have received a treatment recommendation but have not yet purchased.
- Maintain a strong focus on conversion without compromising customer trust or experience.
- Participate in promotional campaigns and clinic-level sales initiatives.
6. Customer Retention & Repeat Business
- Maintain regular communication with existing customers.
- Track upcoming sessions, package balances and follow-up requirements.
- Encourage customers to continue recommended treatment plans.
- Re-engage inactive and dormant customers through structured follow-up.
- Collect customer feedback and identify opportunities to improve retention.
- Support referral generation through excellent customer experience.
7. Complaint & Escalation Management
- Listen to customer concerns patiently and professionally.
- Resolve routine service-related issues within the authority provided.
- Escalate medical, clinical, refund or policy-related matters to the appropriate senior/authorized person.
- Maintain proper records of complaints and their resolution status.
- Ensure customers receive timely updates until the issue is closed.
8. Front Desk & Clinic Coordination
- Maintain a professional and organized reception/customer area.
- Coordinate with clinic staff to ensure smooth customer movement and service delivery.
- Support billing/payment coordination wherever required.
- Ensure customer information and records are accurately updated.
- Maintain proper documentation and adherence to clinic SOPs.
- Support the Centre Head/Clinic Manager in day-to-day customer experience activities.
Key Performance Indicators (KPIs)
- Monthly lead-to-appointment conversion
- Consultation-to-treatment conversion
- Monthly sales/revenue achievement
- Number of appointments generated
- Follow-up completion percentage
- Lead response time
- Customer retention and repeat bookings
- Package/membership sales
- Customer satisfaction and feedback
- Complaint resolution turnaround time
- Appointment confirmation and no-show control
- CRM/data accuracy
- Daily reporting and adherence to SOPs
Required Qualifications
- Graduate in any discipline.
- 1–3 years of experience in customer relationship management, sales, counselling, front office, healthcare, hospitality, wellness, aesthetics, beauty or premium retail.
- Experience in an aesthetic, dermatology, wellness, slimming, salon, spa or healthcare clinic will be preferred.
- Candidates with strong sales/customer-handling experience from other premium service industries may also be considered.
Required Skills
- Excellent verbal and written communication skills.
- Strong Hindi and English communication.
- Excellent customer handling and interpersonal skills.
- Strong sales and conversion orientation.
- Good counselling and persuasion abilities.
- Strong follow-up discipline.
- Customer-centric and service-oriented approach.
- Good negotiation and objection-handling skills.
- Basic knowledge of MS Office, Excel and CRM software.
- Ability to multitask in a fast-paced clinic environment.
- Professional grooming and confident personality.
- Ability to handle pressure and achieve monthly targets.
Ideal Candidate Profile
The ideal candidate should be:
- Highly customer-focused
- Confident and professionally presentable
- Comfortable with sales and target-based work
- Strong at calling, follow-ups and relationship building
- Persuasive without being aggressive
- Patient and empathetic while handling customers
- Organized and disciplined with CRM updates
- Comfortable working closely with doctors and clinic teams
- Interested in building a long-term career in the aesthetic and wellness industry
Working Conditions
- Working Hours: 10:00 AM to 7:00 PM
- Working Days: 6 days per week
- Weekly Off: 1 rotational weekly off
- Work Location: Pachouli Clinic, Malviya Nagar, New Delhi
- Employment: Full-Time, On-Site
Compensation & Benefits
- Competitive fixed salary based on experience and suitability.
- Performance-based incentives linked to applicable company targets and policies.
- Training and development opportunities.
- Career growth within Pachouli's expanding aesthetic and wellness network.
- Employee benefits and service discounts as per company policy.
Pachouli's careers information highlights performance-based incentives, bonuses, health insurance and employee discounts, while its Malviya Nagar location is listed at A-13, Geetanjali Marg, Shivalik Colony, Malviya Nagar, New Delhi.
Important Note
This is a target-oriented customer relationship and sales role. Candidates should be comfortable handling customer calls, follow-ups, counselling, appointment conversion and treatment/package sales while maintaining Pachouli's standards of customer care, professionalism and ethical communication.
Pay: ₹16,000.00 - ₹18,000.00 per month
Benefits:
Work Location: In person
