Customer Service Representative

ClearPath Institute; Lahore; On-site; PKR 469,000 - 781,000; Full time

Job summary

ClearPath Institute in Lahore is seeking a Customer Service Representative to handle inbound calls, manage appointments, and update CRM records. The role requires handling high-volume calls, routing to clinics, and maintaining data hygiene in the CRM.

The position is full-time, on-site in Lahore, with expectations to meet daily KPIs for call handling, appointment conversions, and CRM updates.

Qualifications

• Excellent verbal communication and a polite phone manner.
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Responsibilities

• Answer inbound calls promptly using scripts; identify caller intent and resolve or route accordingly.

Skills

Verbal communication

CRM systems

GHL experience

Multitasking

MS Office

Calm under pressure

Team coordination

Tools

High-level CRM

CRM software

MS Office

Job description

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

Job Categories: Customer Support

Job Type: Full Time

Job Location: Lahore

Customer Service Representative

Requirements: