Customer Relations Specialist

Shift Timings: 10 AM – 7 PM (should be flexible to work on extended timings for Clinic/Center visits)

Languages Mandatory - Fluent in English, Hindi, and Kannada.

Health Health is an evidence-backed physiotherapy and performance healthcare company focused on injury prevention, pain management, movement optimisation, rehabilitation and performance enhancement. Through technology-backed assessments, evidence-based treatment protocols and long-term strength programmes, we help individuals recover better, move better and perform at their highest potential.

We operate five centres across Bengaluru — HSR, Whitefield, Indiranagar, JP Nagar and Koramangala — delivering 6,000+ sessions every month. As we expand across Bengaluru, we are building the systems, processes and customer experience capabilities needed to scale Stance into a leading high-performance healthcare brand.

Role OverviewWe are looking for a Customer Care Executive who will be responsible for managing customer interactions, handling inbound and outbound calls, addressing queries, coordinating appointments and ensuring a smooth customer experience across Stance Health centres.

The role requires excellent communication skills, a customer-first approach, strong follow-up discipline and the ability to coordinate effectively with internal teams to ensure timely resolution of customer concerns.

Roles & Responsibilities:1.  Customer Communication & Query Management 

●     Handle incoming customer calls and respond to queries regarding Stance's services, programmes, appointments and centres.

●     Provide accurate information to prospective and existing customers about the services offered.

●     Understand customer requirements and direct them to the appropriate centre or team wherever required.

●     Handle customer concerns, feedback and complaints professionally, ensuring timely resolution.

●     Maintain a polite, empathetic and professional approach across all customer interactions.

2.  Appointment &

Follow-up Management 

●     Coordinate appointment bookings, confirmations, rescheduling and cancellations.

●     Make outbound calls to follow up with prospective customers and individuals who have enquired about Stance's services.

●     Follow up with customers who have missed appointments or have not completed their booking process.

●     Ensure timely communication and reminders for scheduled appointments.

●     Maintain consistent follow-ups to minimise missed appointments and improve customer conversion.

3.  Lead & Customer Management 

●     Respond to incoming enquiries and ensure that no customer enquiry or call goes unattended.

●     Track customer enquiries, follow-ups and appointment status through the designated CRM or tracking system.

●     Maintain accurate records of customer interactions, call outcomes and follow-up activities.

●     Coordinate with the relevant teams to ensure leads and customer requests are followed up on time.

●     Identify opportunities to improve customer engagement and appointment bookings.

4.  Centre Coordination & Customer Experience 

●     Coordinate with therapists, centre managers and front-desk teams across locations to address customer requirements.

●     Ensure smooth communication between customers and the respective centres.

●     Assist in resolving appointment-related issues, service concerns and other customer grievances.

●     Conduct centre visits when required to understand on-ground processes and improve customer experience.

●     Escalate unresolved or critical customer concerns to the reporting manager.

5.  Reporting &

Process Adherence 

●     Maintain daily records of inbound and outbound calls, customer enquiries, appointments and follow-ups.

●     Share regular updates and reports on customer interactions and pending follow-ups.

●     Adhere to established customer communication protocols and internal processes.

●     Ensure timely closure of assigned customer queries and requests.

Mandatory Requirements 

●     2–4 years of experience in customer care, customer support, telecalling, front-office operations or a similar customer-facing role.

●     Excellent verbal communication skills in English, Hindi and Kannada.

●     Strong interpersonal skills and a customer-first approach.

●     Comfortable handling both inbound and outbound calls.

●     Good follow-up, coordination and problem-solving skills.

●     Basic computer proficiency, including MS Office, Google Sheets and email.

●     Experience working with CRM systems or customer management tools is an advantage.

●     Ability to manage multiple customer interactions and priorities effectively.

●     Willingness to travel to Stance centres across Bengaluru whenever required.