Customer Relationship Management Specialist

Company Description Lets Hear – Hearing Aid Clinic is a specialized hearing care provider dedicated to improving quality of life for individuals with hearing loss. The clinic focuses on personalized assessments, counseling, and hearing aid solutions tailored to each person's needs. A team of qualified hearing care professionals works closely with clients and their families to provide compassionate, evidence-based care. The environment is collaborative and patient-centered, with an emphasis on clear communication, long-term support, and ongoing follow-up services. Team members are encouraged to contribute to continuous improvement in both clinical service and client experience.

Role Description The Customer Relationship Management Specialist is a full-time, on-site role based in Bengaluru. This role is responsible for managing and optimizing customer interactions throughout the client lifecycle, from initial inquiry to post-fitting follow-up and ongoing service. Day-to-day tasks include maintaining and updating CRM records, tracking customer touchpoints, and ensuring timely responses to inquiries and service requests. The specialist will coordinate with clinicians and front-desk staff to schedule appointments, manage reminders, and support customer follow-ups and retention initiatives. Additional responsibilities include preparing reports on customer engagement, identifying trends in client feedback, supporting sales and upselling opportunities, and contributing to process improvements that enhance patient satisfaction.

Qualifications

• Strong Customer Relationship Management (CRM) skills, including experience with CRM tools and client lifecycle management.
• Excellent Communication abilities for interacting with patients, families, and internal teams, both in person and over phone/email.
• Solid Analytical Skills to interpret customer data, track KPIs, and generate actionable insights for service improvement.
• Sales capabilities to support hearing aid recommendations, upselling appropriate products, and nurturing long-term client relationships.
• Project Management skills to coordinate campaigns, follow-up initiatives, and cross-functional activities related to customer experience.
• Prior experience in healthcare, audiology, or a patient-facing service environment is advantageous.
• Comfort with digital tools, basic reporting, and documentation; proficiency in MS Office or similar software.
• Bachelor's degree in business, healthcare administration, or a related field preferred, or equivalent relevant experience.
• Ability to work on-site in Bengaluru, maintain a professional, empathetic demeanor, and handle sensitive patient information with discretion.