Customer Service / Clinic Operation is responsible for keeping the clinic running smoothly each day in terms of service delivery, patient flow, and operational discipline. The role centers on leadership, customer experience, daily clinic readiness, and operational coordination, enabling the medical team to concentrate fully on medical operations and patient care. This position suits candidates with a solid operations or hospitality background who remain calm under pressure, follow SOPs diligently, and want to work in an animal healthcare environment. Key duties include providing in-clinic concierge assistance for customers from arrival through discharge and ensuring they clearly understand the service flow and next steps; serving as a steady, reassuring presence for pet owners during waiting or inpatient situations; tracking daily patient flow, waiting times, and service bottlenecks; coordinating with medical and Vet Tech teams to maintain smooth clinic rhythm; supporting prioritization during peak hours or emergency situations; and helping doctors and medical staff focus without unnecessary interruptions. Customer chat and inbound communication channels must be handled professionally, empathetically, and in a timely manner in accordance with SLAs, with chat requests coordinated with concierge, senior vet techs, or doctors as needed to resolve issues. First-level customer concerns, confusion, or dissatisfaction fall under service recovery and escalation, with issues identified early and escalated quickly (with or without walkie talkie) to Senior Vet Tech (Medical), Doctor, or branch leadership, and service issues and handover notes documented clearly for continuity. Daily premise walkarounds must be conducted to confirm overall clinic readiness, with front-of-house and non-medical areas meeting clinic standards for cleanliness, organization, and safety; opening and closing checklist execution is overseen, and minor facility or cleanliness issues are coordinated with internal teams or vendors (non-medical). Non-medical incoming goods and supplies must be received and validated, outgoing non-medical inventory recorded accurately, basic stock availability for non-medical supplies monitored, discrepancies or risks flagged (missing items, damaged goods, low stock), and simple non-medical procurement requests submitted to Head Office, with support for Stockist Paramedics on warehouse ops (medical inventory) when they are unavailable due to handling patients. Basic operational data such as visit status, service completion, and handover notes must be recorded accurately, data inconsistencies or operational risks flagged to branch leadership or Head Office, and daily coordination with Senior Vet Tech (Medical) ensured for smooth service handover. Candidates should have experience in operations, hospitality, retail, F&B, or service leadership roles (for example: Starbucks, McDonald's, retail chains, hotels, restaurants) or experience in clinic / healthcare operations in a non-m

Customer Services Staff (Front Office)

Deskripsi Pekerjaan

Ringkasan

Sumber & keterlacakan data

Lowongan Terkait Lainnya

social media dan information techno

SALES HORECA (Hotel, Restaurant, dan Catering/Cafe)

Social Media Specialist

HR Recruitment