Customer Service Representative

About the role

We are looking for a professional Customer Service Representative to join our Lahore team. You will handle inbound calls, manage patient appointments, and ensure a smooth experience for callers using our CRM and scheduling tools.

Key responsibilities

• Answer inbound UAN calls promptly, following standard scripts.
• Identify caller intent (booking, inquiry, complaint, follow‑up) and resolve or route accordingly.
• Transfer calls to the appropriate clinic or branch based on service, location, and specialist availability.
• Book, reschedule, and cancel patient appointments accurately in the High‑level CRM (GHL) and clinic scheduling systems.
• Update patient/lead records, call notes, and appointment status after each interaction.
• Coordinate with DC FDOs to manage calendars, confirm bookings, and flag conflicts.
• Follow up on missed calls, pending confirmations, and appointment reminders via call, SMS, or WhatsApp.
• Escalate unresolved complaints, urgent medical queries, or system issues to the PD.
• Maintain daily call logs, appointment reports, and ensure CRM data hygiene.
• Meet KPIs for call answer rate, handling time, conversion, and data accuracy.

Required profile

• Excellent verbal communication with a polite, patient‑friendly phone manner.
• Ability to stay calm and professional under high call volume.
• Strong listening and problem‑solving skills to route calls correctly.
• Team‑oriented mindset to support FDOs in appointment management.

Required skills

• High‑level CRM experience (GHL).
• Proficiency with MS Office.
• Familiarity with calendar/scheduling tools.
• Experience using messaging platforms (SMS, WhatsApp).
• Basic computer literacy.

What we offer

• Market‑competitive salary.
• Full‑time, on‑site position in Lahore.