Customer Service Representative

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