Bilingual HK Telehealth Patient Support Specialist

Ordinary Folk; Hong Kong; Presencial; HKD 190.000 - 290.000; Jornada completa

Descripción de la vacante

Ordinary Folk is seeking a customer service professional based in Hong Kong to own the local patient line end-to-end. You will handle inbound calls, chats and emails in Cantonese and English, ensuring fast, accurate resolution and a compassionate patient experience.

You will guide patients through online consultations, coordinate deliveries with couriers and labs, and assist at the Tsim Sha Tsui clinic. You will work closely with AI agents and document outcomes for continuity.

Formación

• 2+ years in customer, guest or patient service.
• Native Cantonese and fluent English, written Traditional Chinese.
• Comfortable with sensitive, private health topics — calm, discreet, non-judgemental.

Responsabilidades

• Handle inbound calls and return missed calls the same day.
• Chat and messages in Cantonese and English to resolution.
• Guide patients through online consultations and ensure orders are accurate.
• Coordinate with couriers, labs and vendors for deliveries and issues.
• Flag when AI gets it wrong and document feedback for improvement.
• Log each conversation and outcome for seamless handoff.
• Support front-of-house tasks at the Hong Kong clinic and assist with packing when busy.

Conocimientos

Native Cantonese

Fluent English

Written Traditional Chinese

Customer service

Attention to detail

AI tools familiarity

Herramientas

Aircall

Freshchat

Zendesk

Descripción del empleo

Ordinary Folk is seeking a customer service professional based in Hong Kong to own the local patient line end-to-end. You will handle inbound calls, chats and emails in Cantonese and English, ensuring fast, accurate resolution and a compassionate patient experience.

You will guide patients through online consultations, coordinate deliveries with couriers and labs, and assist at the Tsim Sha Tsui clinic. You will work closely with AI agents and document outcomes for continuity.