Call Centre Specialist – Plastic Surgery

ABOUT THE COMPANY:Seline Clinic is Russia’s premier full-cycle aesthetic medical clinic, renowned for offering world-class services in plastic surgery and aesthetic treatments. As part of our exciting expansion into the Middle East, we are seeking an experienced Call Centre Specialist – Plastic Surgery to join our dynamic team.The successful candidate will be responsible for managing patient inquiries across multiple communication channels, converting leads into consultations and procedures, and supporting revenue growth through effective sales, follow-up, and upselling. This role requires strong knowledge of plastic surgery procedures and the ability to confidently communicate treatment options, packages, and premium services to patients while maintaining the highest standards of professionalism and patient care.JOB DESCRIPTION:As a Call Centre Specialist – Plastic Surgery, you will:Patient Communication & SalesHandle incoming calls, WhatsApp, social media, CRM chats, emails, and other patient inquiries professionally and efficiently.Engage with prospective patients to understand their aesthetic goals, concerns, expectations, and treatment interests.Provide accurate and professional information about plastic surgery procedures, consultations, treatment packages, pricing, promotions, and clinic services.Use strong product and procedure knowledge to confidently guide patients toward appropriate consultations and treatment options.Identify sales opportunities and effectively upsell relevant procedures, treatment packages, premium services, and complementary aesthetic treatments.Build trust and rapport with patients while maintaining a professional, consultative, and patient-focused approach.Handle objections, concerns, and questions effectively to maximize conversion opportunities.Maintain a high standard of communication and patient experience throughout the sales journey.Plastic Surgery Product Knowledge (Mandatory)Maintain strong and up-to-date knowledge of plastic surgery procedures, including but not limited to facial surgery, breast surgery, body contouring, and other surgical aesthetic procedures offered by the clinic.Understand the general patient journey, consultation process, pre-operative requirements, surgery coordination, and post-operative follow-up process.Clearly explain procedures, treatment journeys, expected consultation steps, and available service options without providing medical advice outside the approved scope of the role.Stay updated on new procedures, services, packages, promotions, and surgeon offerings.Attend regular product, procedure, sales, and service training sessions.Lead Management & ConversionHandle leads generated through marketing campaigns, referrals, social media, website inquiries, and direct calls.Respond to new leads within the required response-time KPI.Qualify leads based on their needs, treatment interests, timeline, and readiness to book.Convert qualified leads into consultations and treatment appointments.Conduct structured and timely follow-ups with interested, pending, and inactive leads.Re-engage no-response and inactive leads according to approved follow-up protocols.Maintain consistent communication until the lead is converted, closed, or appropriately escalated.Ensure no assigned lead remains unattended.Appointment BookingSchedule and confirm consultations based on doctor availability and clinic operational requirements.Promote consultations with the appropriate surgeon based on the patient's area of interest and clinic guidelines.Confirm and reconfirm appointments to reduce no-shows.Follow up with missed appointments and actively attempt to rebook patients.Support the achievement of consultation attendance, booking, and conversion targets.Sales & Revenue GrowthAchieve assigned monthly sales and revenue targets.Actively promote suitable plastic surgery procedures, packages, memberships, and premium services.Identify opportunities to increase treatment value through appropriate upselling and cross-selling.Follow up with patients who have received consultations or treatment recommendations to support conversion.Communicate promotions and limited-time offers accurately and in accordance with clinic policies.Maintain a consultative sales approach focused on patient needs, suitability, and clinic standards.Work closely with doctors and internal teams to maximize appropriate treatment conversion opportunities.CRM Management & DocumentationAccurately record all patient interactions, inquiries, follow-ups, objections, bookings, and conversion activities in the CRM.Maintain complete and up-to-date lead notes and patient communication history.Update lead statuses and pipeline stages accurately and promptly.Track pending follow-ups and ensure all assigned leads are actively managed.Maintain accurate documentation for reporting, sales tracking, and operational purposes.Maintain strict confidentiality of patient and clinic information.KPI & Performance ManagementMeet and exceed assigned KPIs, including:Lead conversion rateConsultation booking rateConsultation attendance rateRevenue and sales targetsUpselling and cross-selling performanceFirst response timeFollow-up completion rateLead reactivation rateAverage handling timeCRM accuracyDaily productivityPatient satisfactionReporting ResponsibilitiesProvide regular reports to the department manager regarding:Leads received and handledConsultations bookedConversion ratesSales and revenue generatedUpselling and cross-selling resultsPending follow-upsMissed opportunitiesNo-show casesLead objections and reasons for non-conversionPatient concerns and escalationsMaintain accurate records to support management reporting and performance analysisTeam CollaborationCoordinate with plastic surgeons, medical teams, reception, marketing, billing, and operations to ensure a smooth patient journey.Communicate relevant patient requirements and lead information to the appropriate internal teams.Provide feedback to management and marketing regarding lead quality, patient objections, market demand, and conversion challenges.Work closely with the team during high-volume periods and promotional campaigns.Participate actively in team meetings, sales reviews, and training sessions.Quality Assurance & ComplianceFollow clinic SOPs, approved communication scripts, sales processes, and operational policies.Ensure all information provided to patients is accurate and within the approved scope of communication.Maintain professionalism, confidentiality, and high-quality communication across all channels.Follow ethical sales practices and avoid making medical claims or guarantees.Escalate medical questions, clinical concerns, or complaints to the appropriate medical or management team.Participate in ongoing training to improve plastic surgery knowledge, communication, sales, and customer service skills.JOB REQUIREMENTS:Bachelor’s Degree preferred.Mandatory experience in a plastic surgery, aesthetic, cosmetic surgery, medical, or luxury healthcare environment.Proven experience in call centre, telesales, patient coordination, client advisory, or sales roles.Strong knowledge of plastic surgery procedures and aesthetic treatments is essential.Proven track record of achieving sales, conversion, or revenue targets.Strong experience in lead follow-up, objection handling, upselling, and closing.Experience working with CRM systems and managing high volumes of leads.Excellent verbal and written communication skills.Strong interpersonal and relationship-building skills.Ability to confidently communicate with high-value, VIP, and international clients.Strong organizational skills with the ability to manage multiple leads and conversations simultaneously.Ability to work in a target-driven and fast-paced environment.Aesthetic or plastic surgery clinic experience in Dubai is highly preferred.Experience with Russian and European clientele is highly preferred.Russian language will be an added advantage.COMPENSATION & REWARDS:Competitive salary and performance-based sales incentives.Opportunities for professional development and career advancement.Employee discounts on luxury products and services.Dynamic and inclusive work environment with a supportive team culture.Opportunity to work with leading plastic surgeons and high-profile international clientele.