Client Retention Executive
Job Responsibilities Build and maintain strong relationships with existing clients and their families to ensure satisfaction with homecare services. Act as the main point of contact for assigned clients, addressing concerns, requests, and service-related issues promptly.
Skills
About This Role
Job Responsibilities
- Build and maintain strong relationships with existing clients and their families to ensure satisfaction with homecare services.
- Act as the main point of contact for assigned clients, addressing concerns, requests, and service-related issues promptly.
- Conduct regular follow-ups with clients to assess satisfaction, care quality, caregiver performance, and overall experience.
- Identify client needs and recommend appropriate homecare services, care plan adjustments, or additional support where required.
- Work closely with care coordinators, nurses, caregivers, and management to resolve client concerns and improve service delivery.
- Monitor client retention, renewals, cancellations, and service feedback to reduce client drop-off.
- Handle client complaints professionally and escalate serious concerns to the appropriate department when necessary.
- Maintain accurate client records, communication logs, feedback reports, and follow-up notes.
- Support the onboarding of new clients by ensuring a smooth transition into homecare services.
- Coordinate with internal teams to ensure caregivers are matched appropriately based on client needs, preferences, and care requirements.
- Collect client feedback and report recurring issues or service improvement opportunities to management.
- Assist in developing client loyalty strategies to improve long-term client satisfaction and retention.
- Follow up with inactive, paused, or cancelled clients to understand concerns and explore opportunities to restart services.
- Ensure all client communication is handled with professionalism, empathy, confidentiality, and respect.
- Maintain knowledge of company services, homecare packages, and healthcare support options to effectively guide clients.
- Prepare periodic reports on client satisfaction, retention trends, complaints, and service improvement areas.
- Ensure compliance with company policies, healthcare standards, and confidentiality requirements.
- Support the sales and operations teams by identifying upselling or cross-selling opportunities where appropriate.
Experience
- BEAUTY THERAPIST: 1 year (Required)
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