Customer Service Representative

Clearpathortho; Lahore; On-site; PKR 60,000 - 90,000; Full time

Job summary

Clearpathortho in Lahore is seeking a mid-senior level Customer Support professional to manage inbound calls, identify caller needs, and route to the appropriate clinic or branch. You will book, reschedule, and cancel patient appointments, update CRM notes, and maintain accurate records in GHL.

The role requires excellent verbal communication, CRM experience (preferably HighLevel), and the ability to multitask across live calls, scheduling tools, and MS Office.

Qualifications

• Excellent verbal communication; clear, polite, patient-friendly phone manner.
• Hands-on experience with CRM systems, preferably HighLevel (GHL).
• Ability to multitask between live calls, CRM entry, and scheduling systems.
• Strong listening and problem-solving skills to route/transfer calls.
• Basic computer literacy (MS Office, scheduling tools, messaging platforms).
• Capable of staying calm and professional under high call volumes.
• Team coordination to support FDOs with appointment management.

Responsibilities

• Answer inbound UAN calls promptly and professionally using scripts.
• Identify caller intent (booking, inquiry, complaint, follow-up) and route accordingly.
• Transfer/route calls to clinic or branch based on service, location, and availability.
• Book, reschedule, and cancel patient appointments in CRM and scheduling systems.
• Update patient/lead records, call notes, and appointment status in GHL.
• Coordinate with DC FDOs to manage appointment calendars and bookings.
• Follow up with patients via call/SMS/WhatsApp through GHL.
• Escalate unresolved issues to the PD as needed.
• Maintain daily call logs, appointment reports, and CRM data hygiene.
• Meet daily/weekly KPIs for call handling and CRM updates.
• Adhere to patient confidentiality and data privacy standards.

Skills

Verbal communication

CRM systems

Multi-tasking

Active listening

MS Office

Calm under pressure

Team coordination

Tools

HighLevel (GHL)

Job description

• Department: Customer Support
• Experience Level: Mid-Senior Level

• Location: Lahore
• Commitment: Full Time

Responsibilities:

• 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.

Required Skills:

• 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.

Market competitive salary