About the Job
Key responsibilities:1. Inbound & Outbound Communication
Handle inbound calls, WhatsApp messages, website, and social media inquiries promptly.
Conduct outbound calls for lead follow-ups, service confirmations, renewals, and feedback.
Manage communication across multiple channels using Exotel, CRM systems, and WhatsApp Business.
Maintain a minimum daily combined talk time of 3+ hours to ensure strong customer engagement and conversion.
2. Order Scheduling & Coordination
Plan and schedule grooming and pet care services efficiently across various teams and locations.
Match customers with suitable groomers, trainers, or hosts based on specific needs.
Handle reschedules, cancellations, and urgent service requests with efficiency.
Ensure clear communication among customers, service providers, and logistics teams.
3. Payment & Order Tracking
Monitor payments, generate invoices, and ensure timely payment collection.
Track each order from booking to completion, ensuring service quality and customer satisfaction.
Collaborate with the finance and operations teams for payment updates and reconciliation.
4. Customer Experience & Relationship Management
Provide a consultative sales experience, guiding customers on service options, packages, and pricing.
Gather customer feedback and coordinate improvements in service delivery.
Build long-term relationships to encourage repeat bookings and referrals.
5. Reporting & Insights
Maintain accurate records of leads, bookings, and payments in CRM and Google Sheets.
Prepare daily and weekly reports covering calls, conversions, payments, and service metrics.
Identify patterns, challenges, and opportunities to improve conversions and customer retention.
6. Collaboration & Ownership
Work closely with the operations and core team to ensure seamless service delivery.
Take complete ownership of assigned targets and contribute to business growth.
Participate actively in team meetings, reviews, and training sessions.
Number of Openings
1 openingsSkills
Interpersonal skills, Effective Communication
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