Customer Service and Sales Representative - TJ / 1880701

Our client, VisionPro Laser Eye Centre in Lahore, is seeking a proactive and articulate Customer Service and Sales Representative. This role focuses on managing incoming digital enquiries and converting online interest into qualified patient leads, appointments, and clinic walk-ins. As the first point of contact for potential patients engaging through WhatsApp and social media campaigns, the representative will be responsible for professional communication, lead qualification, and consistent follow-up to ensure a smooth patient journey.

Key Responsibilities

- Respond promptly and professionally to enquiries received via WhatsApp, Instagram, Facebook, TikTok, and other digital platforms.
- Engage in meaningful conversations with prospective patients to understand their needs, address concerns, and guide them towards booking consultations and clinic visits.
- Convert incoming enquiries into qualified leads and, where appropriate, schedule appointments and encourage clinic walk-ins.
- Provide accurate, clear, and approved information about VisionPro’s services, procedures, consultation processes, promotions, and appointments while handling questions and objections professionally.
- Follow approved conversation scripts and FAQs, maintaining natural and personalized communication.
- Identify high-intent leads and prioritize timely follow-up.
- Conduct systematic follow-ups with prospects who have not yet booked appointments.
- Maintain accurate records of enquiries, lead status, follow-ups, appointments, and outcomes using the designated CRM or lead-management system.
- Follow up on consultation requests, quotations, promotional enquiries, and undecided prospects.
- Work towards agreed KPIs related to response time, qualified leads, appointments booked, show-ups, and conversions.
- Track the customer journey from initial contact through to clinic visit.
- Coordinate with the front desk and clinic team to ensure booked patients are expected and properly managed during their visit.
- Respond to relevant comments and direct messages on social media, moving genuine prospects into the appropriate lead-conversion channels.
- Ensure no genuine customer enquiry is missed or left unanswered.
- Maintain a professional and consistent VisionPro brand voice across all customer interactions.

Required Qualifications

- Bachelor’s degree or relevant qualification preferred.
- Prior experience in customer service, telesales, lead generation, call centre, digital sales, or a similar role is preferred.
- Excellent communication skills in English and Urdu, especially in written form.
- Strong conversational, relationship-building, and persuasion skills.
- Confidence in managing WhatsApp and social media inboxes.
- Effective objection-handling and follow-up abilities.
- Good computer literacy with the ability to maintain organized lead records.
- Target-oriented, energetic, and comfortable working with measurable KPIs.
- Commitment to delivering high-quality customer service and response standards.

This position offers the opportunity to work in a dynamic environment focused on patient engagement and service excellence. The ideal candidate will be motivated by targets and enjoy interacting with people through digital platforms, helping to grow VisionPro’s patient base through effective communication and lead conversion.