Customer Service Representative (CSR) – WhatsApp & Instagram Lead Conversion

Job Summary

Pulché Aesthetic Clinic is looking for a confident, responsive and sales-oriented Female Customer Service Representative (CSR) to manage incoming leads generated through our marketing campaigns, WhatsApp and Instagram.

This is not simply a customer service role. Your primary responsibility will be to communicate with potential clients, understand their requirements, answer their questions professionally, follow up consistently and convert enquiries into confirmed appointments and consultations.

The ideal candidate should be friendly, persuasive without being pushy, organised and comfortable communicating with clients through WhatsApp and Instagram.

Key Responsibilities

• Respond promptly to incoming leads on WhatsApp and Instagram.
• Communicate professionally with prospective clients regarding treatments, pricing, availability and appointments.
• Understand the client's concern and recommend the appropriate next step or consultation.
• Convert enquiries into confirmed bookings and consultations.
• Follow up with leads who have not yet booked.
• Maintain accurate records of leads, follow-ups and appointment status.
• Coordinate with reception and doctors regarding appointment availability.
• Handle client questions in a polite, confident and professional manner.
• Maintain Pulché's premium tone and customer service standards in all conversations.
• Follow approved pricing and discount policies.
• Identify serious potential clients and ensure they receive timely follow-up.
• Maintain confidentiality regarding all patient and clinic information.

What We Are Looking For

The successful candidate should have:

• Strong communication and interpersonal skills.
• Good written English and Urdu/Roman Urdu.
• Confidence communicating with clients through WhatsApp and Instagram.
• Good persuasion and sales ability.
• Ability to follow up without sounding aggressive or desperate.
• Professional and respectful communication.
• Good organisational skills.
• Ability to manage multiple conversations simultaneously.
• Basic understanding of social media and WhatsApp Business.
• Willingness to learn about aesthetic treatments and services.

Previous experience in sales, customer service, telesales, lead conversion, clinics, salons or aesthetic businesses will be preferred.

Important

This position is performance-oriented.

We are looking for someone who understands that replying to a message is only the beginning of the process. The objective is to professionally guide genuine enquiries towards booking an appointment.

Candidates who are uncomfortable with sales, follow-ups or actively asking clients to book appointments may not be suitable for this position.

Salary & Commission

Basic Salary: PKR 15,000 – PKR 25,000 per month

The final salary will depend upon the candidate's experience, communication skills and ability to convert leads.

Additional Commission

In addition to the basic salary, performance-based commissions will be offered on successful conversions, giving the successful candidate an opportunity to earn well above their fixed salary.

Commission structure will be discussed during the interview.

Pay: Rs15,000.00 - Rs25,000.00 per month

Work Location: Hybrid remote in Karachi Gulistan-E-Jouhar (Kp-2023)