Customer Service Representative
Talentmate
India
2nd September 2026
2609-57442-3
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Job Description
- Department: Customer Support
- Experience Level: Mid-Senior Level
- Location: Lahore
- Commitment: Full Time
- Answer inbound UAN calls promptly and professionally, following standard greeting and call-handling scripts.
- Identify caller intent (booking, inquiry, complaint, follow-up) and resolve or route accordingly.
- Transfer/route calls to the correct clinic or branch based on service, location, and specialist availability.
- Book, reschedule, and cancel patient appointments accurately in High-level CRM and clinic scheduling systems.
- Update and maintain patient/lead records, call notes, and appointment status in GHL after every interaction.
- Coordinate with DC FDOs to manage the appointment calendars, confirm bookings, and flag scheduling conflicts.
- Follow up with patients on missed calls, pending confirmations, and appointment reminders via call/SMS/WhatsApp through GHL.
- Escalate unresolved complaints, urgent medical queries, or system issues to the PD.
- Maintain daily call logs, appointment reports, and CRM data hygiene (no duplicate/incomplete leads).
- Meet daily/weekly KPIs for call answer rate, average handling time, appointment conversion, and CRM update accuracy.
- Adhere to patient confidentiality and data privacy standards at all times.
- Excellent verbal communication skills; clear, polite, and patient-friendly phone manner.
- Working knowledge of CRM systems, preferably hands-on experience with High-level (GHL).
- Comfortable multitasking between live calls, CRM entry, and appointment systems.
- Strong listening and problem-solving skills to correctly route/transfer calls.
- Basic computer literacy (MS Office, calendar/scheduling tools, messaging platforms).
- Ability to stay calm and professional under high call volume.
- Team coordination skills to support FDOs with appointment management.
Job Categories: Customer Support
Job Type: Full Time
Job Location: Lahore
Customer Service Representative
- Department: Customer Support
- Experience Level: Mid-Senior Level
- Location: Lahore
- Commitment: Full Time
- Answer inbound UAN calls promptly and professionally, following standard greeting and call-handling scripts.
- Identify caller intent (booking, inquiry, complaint, follow-up) and resolve or route accordingly.
- Transfer/route calls to the correct clinic or branch based on service, location, and specialist availability.
- Book, reschedule, and cancel patient appointments accurately in High-level CRM and clinic scheduling systems.
- Update and maintain patient/lead records, call notes, and appointment status in GHL after every interaction.
- Coordinate with DC FDOs to manage the appointment calendars, confirm bookings, and flag scheduling conflicts.
- Follow up with patients on missed calls, pending confirmations, and appointment reminders via call/SMS/WhatsApp through GHL.
- Escalate unresolved complaints, urgent medical queries, or system issues to the PD.
- Maintain daily call logs, appointment reports, and CRM data hygiene (no duplicate/incomplete leads).
- Meet daily/weekly KPIs for call answer rate, average handling time, appointment conversion, and CRM update accuracy.
- Adhere to patient confidentiality and data privacy standards at all times.
- Excellent verbal communication skills; clear, polite, and patient-friendly phone manner.
- Working knowledge of CRM systems, preferably hands-on experience with High-level (GHL).
- Comfortable multitasking between live calls, CRM entry, and appointment systems.
- Strong listening and problem-solving skills to correctly route/transfer calls.
- Basic computer literacy (MS Office, calendar/scheduling tools, messaging platforms).
- Ability to stay calm and professional under high call volume.
- Team coordination skills to support FDOs with appointment management.
Job Details
| Role Level: | Not Applicable | Work Type: | Full-Time |
|---|---|---|---|
| Country: | India | City: | Lahore Pakistan ,Punjab |
| Company Website: | Job Function: | Customer Service | |
| Company Industry/ Sector: |
Other | ||
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