Job Summary
About the Company
Berkowits Hair & Skin Clinic is one of India's leading and fastest-growing aesthetic and trichology chains, with 45+ clinics across the country and over 30 years of excellence in advanced hair and skin solutions. Trusted by more than 1,00,000 clients, Berkowits pioneered non-surgical hair replacement in India and continues to lead with cutting-edge innovations in trichology, dermatology, lasers, and regenerative treatments.
Our strength lies in ethical, science-backed, and personalized care, delivered through highly trained professionals using globally approved technologies. With a strong legacy of results and client trust, our mission is to make world-class aesthetic care truly accessibleand our vision is to be India's most trusted, technology-driven brand in beauty, wellness, and medical aestheticscommitted to unmatched safety, superior results, and an exceptional customer journey.
About The Role
Are you passionate about delivering exceptional customer service and creating meaningful interactions
As a Customer Experience Executive, you'll be the voice of our brandhelping customers find quick, effective, and friendly solutions. This role is perfect for someone who enjoys connecting with people, solving problems, and ensuring every customer leaves truly satisfied.
Key Result Areas (KRA)
Ensure
prompt answering of incoming calls with minimal wait time.
Make
outgoing calls as per daily targets and protocol.
Maintain
minimum login hours as defined by operations.
Achieve
consistent call quality with a pleasant, happy voice and positive approach.
- Communication & Customer Experience
Demonstrate
clear communication, empathy, and active listening on every interaction.
Maintain a
positive attitude to convert conversations into successful closures or satisfied customers.
Provide accurate information and ensure every customer feels well-guided.
- Lead Response & Follow-Up
Adhere to
response time guidelines for fresh leads (First Call Time / immediate attempts).
Make the
minimum required call attempts as per SOP for each lead.
Dispose leads correctly and timely in the
LMS following SOPs.
Ensure all
verified calls are transferred to the correct centres and properly assigned in the LMS.
- WhatsApp & Digital Communication
Handle
WhatsApp chats promptly, ensuring quick responses and helpful guidance.
Maintain politeness, clarity, and professional tone in all chat interactions.
Achieve daily and monthly
call attempt targets, connection targets, and lead handling KPIs.
Submit
Daily Productivity Reports accurately and on time.
Track personal performance against KPIs and work towards continuous improvement.
- Compliance & SOP Adherence
Follow all
SOPs, scripts, call dispositions, and lead assignment protocols without deviation.
Maintain data accuracy and ensure
zero errors in LMS updating.
Maintain compliance with quality audits and feedback shared by the Quality Team.
- Team Coordination & Professional Conduct
Coordinate effectively with team leaders and centres for smoother call transfers and lead closures.
Maintain professional behaviour, punctuality, and reliability.
Participate in training and coaching sessions to improve skills.
Key Skills & Competencies :-
Excellent verbal and written communication skills.
Strong customer handling and problem-solving abilities.
Empathy and patience in handling customer queries.
Good organizational and multitasking skills.
Proficiency in CRM/LMS software and MS Office tools.
Qualifications & Experience
Graduate in any discipline (Business, Communication, or related field preferred).
13 years of experience in customer service, telecalling, or client relationship roles.
Experience In CRM Tools And Telecommunication Systems Preferred.
Why Join Us
A supportive, friendly, and learning-driven work culture.
Growth-oriented environment with performance rewards and internal promotion opportunities.
Regular training, mentoring, and skill enhancement programs.
Competitive salary and performance-based incentives.
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