Client Relationship Manager (CRM)

About Meeting Matters Clinic

Meeting Matters is Islamabad's premier mental health clinic, providing professional counseling and therapy services. We are committed to making mental health care accessible, compassionate, and effective for our community. As we continue to grow, we're looking for a dedicated Client Relationship Manager to be the first point of contact for our clients.

The Opportunity

We're hiring a Client Relationship Manager (CRM) to manage client communications, bookings, and ensure an exceptional client experience from first inquiry to ongoing therapy. This is a client-facing role that combines customer service excellence, administrative efficiency, and genuine care for people's wellbeing.

If you're empathetic, organized, and passionate about mental health, this role offers meaningful work where you directly impact people's healing journeys.

What You'll Do

Client Communication & Engagement:

• Respond to client inquiries via WhatsApp, phone calls, email, and social media
• Provide warm, professional first contact for people seeking therapy
• Explain our services, therapist specializations, and session fees
• Answer questions about therapy process, confidentiality, and what to expect
• Follow up with potential clients who haven't booked yet
• Check in with clients after their first session to encourage continuity

Scheduling & Booking Management:

• Manage therapist availability calendars and schedule client sessions
• Coordinate bookings across multiple therapists and time slots
• Send session confirmations and reminders to clients
• Handle session rescheduling and cancellations
• Optimize scheduling to maximize therapist occupancy
• Manage weekend and evening booking requests

Client Matching & Coordination:

• Match clients with appropriate therapists based on their needs and concerns
• Understand each therapist's specializations (anxiety, depression, trauma, couples, etc.)
• Consider client preferences for gender, language, and therapy approach
• Coordinate with therapists on their availability and schedule changes
• Facilitate smooth handoffs between CRM team members

Payment Processing & Follow-up:

• Send payment information and bank details to clients
• Track and follow up on outstanding payments professionally
• Confirm receipt of session payments
• Maintain accurate payment records in the system
• Handle billing inquiries and resolve payment issues

Administrative Tasks:

• Maintain organized client records and booking database
• Send intake forms (RISB) to new clients before first session
• Update client information and session history
• Prepare daily/weekly reports on bookings and inquiries
• Maintain filing system for client documentation
• Support overall clinic administrative needs

Quality Client Experience:

• Ensure every client feels heard, valued, and supported
• Handle sensitive situations with empathy and professionalism
• Address client concerns or complaints promptly and effectively
• Maintain confidentiality and respect client privacy at all times
• Create a welcoming, non-judgmental atmosphere
• Represent the clinic's values in every interaction

What We're Looking For

Required Qualifications:

• Bachelor's degree (any field)
• 1-2 years of experience in customer service, client relations, or administrative role
• Excellent communication skills in English and Urdu (both written and spoken)
• Strong phone and WhatsApp communication abilities
• Highly organized with strong attention to detail
• Ability to multitask and manage multiple priorities
• Professional, empathetic, and patient demeanor

Preferred Qualifications:

• Previous experience in healthcare, counseling center, or wellness industry
• Familiarity with mental health terminology and therapy processes
• Experience with CRM systems or booking management software
• Social media management skills
• Psychology or social sciences background
• Experience handling sensitive or confidential information

Essential Personal Qualities:

✓ Empathetic and genuinely care about people's wellbeing

✓ Non-judgmental attitude toward mental health issues

✓ Patient and calm under pressure

✓ Excellent listening skills

✓ Warm, friendly, and approachable personality

✓ Professional boundaries and emotional maturity

✓ Reliable, punctual, and responsible

✓ Quick learner who adapts easily

✓ Problem-solver with positive attitude

✓ Team player who collaborates well

What We Offer

Compensation & Benefits:

• Competitive salary: PKR 40,000 - 50,000 per month (based on experience)
• Annual increments based on performance
• Performance-based bonuses
• Probation period: 3 months with evaluation

Work Environment:

• Supportive, mission-driven team culture
• Direct impact on people's mental health journeys
• Professional development and training opportunities
• Learn about mental health and therapy from experienced therapists
• Respectful, collaborative workplace

Work Schedule

Full-time position

Working hours and days will be discussed and finalized during the interview based on clinic needs and candidate availability.

Potential schedules may include:

• Morning shifts, evening shifts, or split shifts
• 6-7 days per week with rotating offs
• May include weekend availability

Exact timings to be confirmed upon hiring.

Key Success Metrics

Your performance will be measured by:

• Response time to client inquiries (target: under 5 minutes)
• Inquiry-to-booking conversion rate (target: 60%+)
• Client satisfaction scores (target: 4.5/5+)
• Session attendance rate (minimize no-shows)
• Accuracy of scheduling and record-keeping
• Payment collection efficiency
• Professional communication quality

Pay: Rs40,000.00 - Rs50,000.00 per month

Work Location: In person