Customer Service and Sales Representative

About the role

VisionPro Laser Eye Centre is looking for a proactive, articulate and conversion‑focused Customer Service Representative to manage incoming digital enquiries and turn online interest into qualified patient leads, appointments and clinic walk‑ins. The CSR will be the first point of contact for potential patients arriving through WhatsApp and social‑media campaigns, handling professional communication, lead qualification and consistent follow‑up.

Key responsibilities

• Respond promptly and professionally to enquiries received via WhatsApp, Instagram, Facebook, TikTok and other digital platforms.
• Develop meaningful conversations with prospective patients, understand their needs, address concerns and guide them toward a consultation and clinic visit.
• Convert incoming enquiries into qualified leads, appointments and walk‑ins wherever appropriate.
• Provide accurate, approved information about VisionPro services, procedures, promotions and appointments while handling objections professionally.
• Follow approved conversation scripts and FAQs, keeping communication natural and personalized.
• Identify high‑intent leads, prioritize them for timely follow‑up and conduct systematic follow‑ups with prospects who have not yet booked.
• Maintain accurate records of enquiries, lead status, follow‑ups, appointments and outcomes in the designated CRM or lead‑management system.
• Track the customer journey from first message to qualified lead, appointment and clinic visit, coordinating with the front‑desk and clinic team.
• Respond to relevant comments and direct messages on social media, moving genuine prospects into the appropriate lead‑conversion channel.
• Ensure no genuine customer enquiry is missed or left unanswered and maintain a consistent VisionPro brand voice.

Required profile

• Bachelor’s degree or relevant qualification preferred.
• Prior experience in customer service, telesales, lead generation, call centre or digital sales.
• Excellent written English and Urdu communication skills.
• Strong conversational, relationship‑building and persuasion abilities.
• Confidence handling WhatsApp and social‑media inboxes.
• Strong objection‑handling and follow‑up capabilities.
• Good computer literacy with ability to maintain organized lead records.
• Target‑oriented, energetic and comfortable working with measurable KPIs.