Job Description

Title: Customer Service Representative

Company Name: Neo Smile

Vacancy: --

Age: 22 to 29 years

Job Location: Dhaka (GULSHAN 2)

Salary: Tk. 18000 - 22000 (Monthly)

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Clinic, Healthcare Startup
• Freshers are also encouraged to apply.

• At least 2 years
• The applicants should have experience in the following business area(s): Clinic, Healthcare Startup
• Freshers are also encouraged to apply.

• Age 22 to 29 years
• Only Female

We are looking for a friendly, confident, and highly organized Customer Service Representative (CSR) to deliver an exceptional patient experience. The ideal candidate will be responsible for managing inquiries, converting leads into appointments, coordinating patient visits, and ensuring every patient receives outstanding service before, during, and after their treatment.

This role is ideal for someone who enjoys talking to people, solving problems, and working in a fast-paced premium healthcare environment.

Key Responsibilities

Customer Communication

• Respond to Facebook, Instagram, WhatsApp, and phone inquiries promptly.

• Answer patient questions regarding treatments, pricing, and appointment availability.

• Maintain a warm, professional, and helpful tone at all times.

Appointment Management

• Schedule, confirm, and reschedule appointments.

• Send appointment reminders and follow-up messages.

• Coordinate daily schedules with doctors and clinical staff.

Lead Management & Tele-Sales

• Follow up with all new inquiries and missed appointments.

• Contact warm leads generated through digital marketing campaigns.

• Educate potential patients about available services.

• Convert inquiries into booked consultations.

• Maintain accurate CRM records for every lead.

Patient Experience

• Welcome patients upon arrival.

• Assist with registration and documentation.

• Ensure patients have a smooth and comfortable clinic experience.

• Handle patient concerns professionally and escalate issues when necessary.

Follow-up & Retention

• Follow up after treatments.

• Encourage patients to complete recommended treatment plans.

• Request Google Reviews and patient testimonials.

• Build long-term relationships with patients.

Administrative Duties

• Maintain appointment records and patient files.

• Prepare daily reports on inquiries, bookings, and conversions.

• Support billing and payment collection when required.

Key Performance Indicators (KPIs)

• Response time to new inquiries: Within 5 minutes

• Calls answered within 3 rings

• Missed calls returned within 10 minutes

• Appointment booking conversion rate

• Follow-up completion rate

• Patient satisfaction score

• Monthly revenue generated from converted leads

• Google Reviews collected

Requirements

• Bachelor's degree preferred

• 1–3 years of experience in customer service, sales, telemarketing, or hospitality

• Excellent communication skills in Bangla and English

• Strong phone etiquette

• Comfortable using WhatsApp Business, Facebook, Instagram, and Google Sheets

• Ability to multitask in a fast-paced environment

• Professional appearance and positive attitude

Preferred Experience

Experience in:

• Dental clinics

• Medical clinics

• Aesthetic clinics

• Wellness centers

• Luxury hospitality

• High-end retail

Skills

• Customer Relationship Management (CRM)

• Telemarketing

• Appointment Scheduling

• Sales & Closing

• Conflict Resolution

• Microsoft Office / Google Workspace

• Social Media Messaging

• Time Management

What We Offer

• Competitive salary with performance bonuses

• Career growth opportunities

• Professional training

• Modern premium work environment

• Friendly and supportive team