Front Desk Executive

JOB DESCRIPTION

Guest Relations Executive

Company

STEMZ Healthcare

Department

Corporate Customer Service

Location

Hyderabad, Telangana, India

Employment Type

Full-Time

Reporting To

Corporate Customer Service Team Lead / Manager

Role Overview

STEMZ Healthcare is seeking a customer-focused and results-oriented Guest Relations Executive to join its Corporate Customer Service team in Hyderabad. The successful candidate will manage customer interactions across multiple channels, including inbound and outbound calls, emails, and chat, while ensuring timely query resolution and a consistently positive customer experience.

The role also involves driving business growth by promoting health check-up packages, identifying upselling and cross-selling opportunities, and converting customer enquiries into confirmed bookings. The ideal candidate should possess excellent communication skills in English and Telugu, a customer-centric approach, and the ability to balance service quality with sales and conversion targets.

Key Responsibilities1. Customer Service and Multichannel Support

· Handle inbound and outbound customer calls professionally, addressing enquiries, complaints, feedback, and service requests.

· Manage customer communications through email, chat, and other assigned service channels, ensuring accurate and timely responses.

· Coordinate with relevant internal teams to resolve customer concerns and ensure end-to-end issue closure.

· Adhere to established Standard Operating Procedures (SOPs), service guidelines, call-handling protocols, and interaction-tagging requirements.

· Maintain high standards of professionalism, service quality, and customer satisfaction across all touchpoints.

2. Sales, Upselling and Booking Conversions

· Promote health check-up packages and related services to prospective and existing customers.

· Identify suitable upselling and cross-selling opportunities during customer interactions.

· Convert incoming enquiries and leads into confirmed appointments and bookings.

· Conduct timely follow-ups with prospective customers to improve conversion rates and maximise business opportunities.

· Achieve assigned sales, booking, and revenue targets while maintaining a positive customer experience.

3. CRM, Documentation and Reporting

· Maintain accurate customer information, lead records, interaction history, and booking details in the CRM or designated systems.

· Ensure all calls and customer interactions are appropriately tagged and documented in accordance with established processes.

· Track follow-ups, pending requests, customer complaints, and escalations to ensure timely resolution.

· Prepare and share performance updates and reports with the reporting manager as required.

· Maintain data accuracy, confidentiality, and compliance with company policies.

Required Qualifications and Skills

· Language proficiency: Fluency in spoken English and Telugu is mandatory.

· Good verbal and written communication skills, with the ability to interact effectively with diverse customers.

· Previous experience in customer service, call centre operations, contact centre support, or customer relationship management is preferred.

· Experience in telesales, inside sales, lead conversion, or upselling and cross-selling will be an advantage.

· Basic proficiency in MS Office, CRM applications, and customer service systems.

· Strong interpersonal, problem-solving, and customer-handling skills.

· Ability to manage multiple tasks and work efficiently in a target-driven environment.

· Strong attention to detail, effective follow-up skills, and a commitment to service excellence.

· Willingness to work across multiple communication channels, including calls, email, and chat.

Key Performance Indicators (KPIs)

Performance will be evaluated based on the following parameters:

· Customer service quality and adherence to call-handling guidelines.

· Customer query resolution time and complaint closure rates.

· Customer satisfaction and overall service experience.

· Accuracy and timeliness of CRM updates and interaction documentation.

· Health check-up package upselling and cross-selling performance.

· Lead-to-booking and enquiry-to-conversion rates.

· Achievement of assigned sales and booking targets.

· Compliance with established SOPs and quality standards.

Ideal Candidate Profile

The ideal candidate will combine strong customer service capabilities with a sales-oriented mindset. They should be proactive in resolving customer concerns, confident in promoting healthcare services, and committed to delivering a seamless customer experience while contributing to the organisation's business objectives.

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person