Customer Service Representative

Smart Aesthetics is seeking a confident, professional, and customer-focused Customer Service Representative (CSR) to join our team. The successful candidate will be responsible for managing client inquiries, scheduling appointments, following up with potential clients, and ensuring an exceptional customer experience. This role requires strong communication skills, a polite and presentable demeanor, and the ability to convert inquiries into confirmed appointments while upholding the premium service standards of Smart Aesthetics.

Key Responsibilities
- Respond promptly and professionally to client inquiries via phone, WhatsApp, social media, and other communication channels.
- Provide accurate information about aesthetic treatments, services, promotions, consultation procedures, and clinic hours.
- Manage booking, confirmation, rescheduling, and cancellation of client appointments using the clinic’s appointment system.
- Follow up with new leads to encourage scheduling of consultations or treatments.
- Send appointment reminders and conduct follow-ups after consultations or procedures.
- Maintain up-to-date records of inquiries, appointments, client details, and follow-up status.
- Coordinate appointment availability with doctors, aesthetic practitioners, technicians, and front desk staff.
- Handle client complaints and concerns calmly, professionally, and confidentially.
- Escalate medical or treatment-related questions to the appropriate doctor or qualified practitioner.
- Inform clients about current offers, packages, and membership plans without making unrealistic promises.
- Support marketing campaigns by managing and following up on leads generated through Meta, Instagram, Facebook, and WhatsApp advertisements.
- Ensure client privacy and confidentiality of all personal and treatment information.
- Meet targets related to appointment booking, lead conversion, response times, and follow-ups.
- Perform additional customer service and administrative duties as assigned by management.

Required Qualifications
- Intermediate, Bachelor’s degree, or equivalent qualification.
- Previous experience in customer service, telesales, call centers, healthcare, beauty, salon, or aesthetic clinics is preferred.
- Excellent verbal and written communication skills in English and Urdu.
- Strong telephone, WhatsApp, and social media communication etiquette.
- Ability to communicate confidently, politely, and professionally with clients.
- Proficient computer skills, including Microsoft Office, Google Sheets, and customer management systems.
- Strong organizational and time-management skills.
- Ability to handle multiple inquiries and appointments simultaneously.
- Target-oriented mindset with effective sales and lead-conversion abilities.
- Professional appearance, positive attitude, and customer-first approach.
- Responsible handling of confidential information.

Preferred Qualifications and Experience
- Experience working in aesthetic or dermatology clinics.
- Proven ability in lead handling and appointment conversion.
- Familiarity with managing inquiries from Meta, Instagram, Facebook, and WhatsApp platforms.
- Experience using CRM or appointment management software.
- Skills in upselling aesthetic treatments, packages, or consultations.

Performance Indicators
The CSR’s performance will be evaluated based on inquiry response time, number of appointments booked, lead-to-appointment conversion rate, appointment confirmation and attendance rates, quality and consistency of client follow-ups, client satisfaction and complaint resolution, accuracy of client records, and achievement of monthly customer service and conversion targets.

The successful candidate must maintain a polite and respectful attitude at all times, avoid providing medical advice or guaranteeing treatment outcomes, represent Smart Aesthetics professionally across all communication channels, adhere to clinic policies and confidentiality requirements, and coordinate effectively with clinical and administrative team members.

Compensation
Monthly salary ranges from Rs30,000 to Rs50,000.

Work Location
This position requires in-person attendance at the clinic.