Experience Manager

About the Organization:

Vetic is looking for a proactive and customer-focused Experience Manager who will ensure a seamless and exceptional experience for pet parents visiting our clinics. The role involves managing customer interactions, resolving on-ground concerns, and maintaining high service standards to deliver an outstanding clinic experience.

Roles and Responsibilities:

• Act as the primary point of contact for pet parents visiting the clinic.
• Ensure a smooth and positive customer journey from entry to service completion.
• Handle face-to-face customer queries, concerns, and service-related complaints professionally.
• Guide customers regarding consultations, grooming services, vaccinations, diagnostics, surgeries, pharmacy, and other clinic services.
• Coordinate with veterinarians, clinic managers, and front desk teams to ensure timely issue resolution.
• Manage customer escalations and ensure effective conflict resolution while maintaining customer satisfaction.
• Collect and analyze customer feedback to identify areas of service improvement.
• Support clinic operations in maintaining service quality and efficient customer flow.
• Maintain records of customer interactions, complaints, and resolutions.
• Ensure consistent customer experience standards aligned with Vetic’s service philosophy.

Requirements:

• Graduate with 1–4 years of experience in customer experience, customer service, hospitality, retail operations, healthcare, or client-facing roles.
• Strong communication and interpersonal skills in English + Hindi/Regional language.
• Excellent problem-solving and conflict management skills.
• Ability to handle face-to-face customer interactions in a fast-paced environment.
• Customer-first mindset with strong relationship management skills.
• Basic computer knowledge for reporting and operational coordination.