About INVC
INVC – Apna Family Vaccination Centre is a fast-growing healthcare startup focused on vaccination and preventive healthcare services across India.
Our mission is simple: Protect every family from vaccine-preventable diseases through trusted, guideline-based vaccination services.
We are building a category-defining healthcare brand in vaccination, travel health and preventive wellness.
Role: Customer Success Manager (Vaccine Counsellor)
Location: Thane (Office Role)
Employment Type: Full-time
Work Model: 6 days/week (Up to 1 Work from Home day per week based on business requirements)
About the Role
We are looking for an energetic, customer-obsessed, and highly assertive Customer Success Manager to become the trusted first point of contact for our customers.
This is not a typical call centre or telecalling role.
You will counsel customers as a consultant, understand their health and vaccination requirements, recommend vaccinations based on national and international guidelines, resolve their concerns, and ensure an exceptional customer experience from enquiry to vaccination.
You should enjoy talking to people, solving problems, and taking complete ownership of every customer interaction.
Key Responsibilities
Respond promptly to all incoming customer enquiries via calls, WhatsApp, email, and website leads.
Understand customer requirements through effective questioning and active listening.
Counsel customers regarding appropriate vaccinations based on age, health conditions, travel, occupation, and risk profile.
Explain vaccination schedules, benefits, pricing, and available services in a simple and confident manner.
Address objections and resolve customer concerns with empathy and scientific accuracy.
Convert enquiries into confirmed appointments while maintaining high customer satisfaction.
Coordinate with operations, nursing, and logistics teams to ensure seamless service delivery.
Maintain accurate customer records within CRM systems.
Follow up proactively with pending enquiries and scheduled customers.
Consistently achieve enquiry response, conversion, and customer satisfaction targets.
Deliver a premium customer experience that builds long-term trust in the INVC brand.
Ideal Candidate
Excellent spoken and written English.
Strong communication and interpersonal skills.
Highly confident and assertive personality.
Exceptional listening and counselling skills.
Customer-first mindset.
Ability to handle objections professionally.
Strong ownership and accountability.
Ability to work under pressure while maintaining service quality.
Positive attitude and willingness to learn.
Comfortable using CRM systems and digital communication tools.
Experience
1–5 years of experience in Customer Success, Customer Support, Counselling, Inside Sales, Healthcare Coordination, Hospitality, Aviation, or Premium Customer Service.
Experience in healthcare, diagnostics, insurance, wellness, pharmacy, hospitals, or vaccination services will be an added advantage.
What Success Looks Like
Within your first six months, you will:
Consistently respond to customer enquiries with speed and professionalism.
Achieve high lead-to-appointment conversion rates.
Maintain excellent customer satisfaction.
Become a trusted vaccination advisor for customers.
Contribute to making INVC the most trusted vaccination brand in India.
Why Join INVC?
Be part of India's first Vaccination-as-a-Service (VaaS) platform.
Work in one of India's fastest-growing preventive healthcare companies.
Learn directly from experienced healthcare and business leaders.
Build a meaningful career while improving public health.
Fast-track growth based on performance and ownership.
Opportunity to create real impact by protecting thousands of families every year.
To apply, share:
Interested candidates may share their CV at [email protected] with subject line: Customer Success Manager (Vaccine Counsellor)
Current and expected salary
Pay: ₹260,000.00 - ₹360,000.00 per year
Work Location: In person
