Customer Service Associate

Ordinary Folk; Hong Kong; On-site; HKD 190,000 - 290,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Native Cantonese

Fluent English

Written Traditional Chinese

Customer service

Attention to detail

AI tools familiarity

Tools

Aircall

Freshchat

Zendesk

Job description

Ordinary Folk is a vertically integrated telehealth company serving 200,000+ patients across Singapore, Hong Kong, and Japan through two brands: Noah (men's health) and Zoey (women's health). We diagnose, treat, and retain patients across sensitive, high-stakes health categories — and we run an AI-native operating model, where a lean human team works alongside AI agents across marketing, operations, and care delivery. We are a Series B company backed by some of the region's top venture capital firms and healthcare groups.

The mandate

Patients come to us about the most personal parts of their health — sexual health, hair loss, weight, women's health. In Hong Kong, you are the person they talk to. Every call, chat and follow-up is a moment where trust deepens or breaks.

Our care is built to fit into daily life: consults happen online and treatments arrive at the door, usually the same day or the next. When something doesn't go to plan — a delivery window missed, a consult waiting on a reply, a patient unsure what happens next — you make it right, quickly and kindly. Our AI agents carry the routine; you handle the conversations that need a person.

This is a hands-on role. You'll own the Hong Kong patient line end to end, and you'll be the team's voice on the ground in Hong Kong — calling suppliers, labs and couriers so the operation keeps moving.

What you'll own

• The Hong Kong line. Every inbound call answered during business hours and every missed call returned the same day. Patient chats and messages in Cantonese and English, taken through to resolution, not just a reply.
• The patient's journey, start to finish. Keep patients moving through their online consultations, and help doctors resolve technical or patient issues that come up during a consult. Process orders accurately, checking order, payment and delivery details are complete and correct. Coordinate with our courier partners on deliveries, including rescheduling and resolving delivery problems.
• The safety line. Knowing when a question needs a doctor, routing it promptly, and telling the patient what happens next. You never guess on someone's health — and you never have to.
• Where humans and AI meet. Our AI agents handle the routine. You step in where a human voice matters — a worried patient, a complaint, someone thinking of stopping — and flag where the AI got it wrong so it gets better.
• The record. Every conversation logged with its outcome, so any teammate can pick up exactly where you left off.
• The patient's voice. You'll spot the issues that keep coming up and bring them to the team with examples, so we fix causes, not symptoms.
• Hong Kong on the ground. Outbound calls and enquiries to suppliers, pathology labs, couriers and service providers, with clear written outcomes back to the team. Front-of-house support at our Tsim Sha Tsui clinic, and a hand with picking and packing orders when the dispensary is busy.

Who you are

• 2+ years in customer, guest or patient service — hospitality, premium retail, private healthcare, a clinic front desk, a pharmacy, or e-commerce support
• Native Cantonese and fluent English, spoken and written, with clear written Traditional Chinese. Much of our care happens in writing, so warmth and clarity on the page matter as much as on the phone
• Genuinely comfortable with sensitive, private health topics — calm, discreet, and never judgemental
• An owner: you close loops without being chased, and you write down what happened
• Organised under pressure: a ringing phone, a chat queue and a courier issue at once, with nothing dropped
• Confident with digital tools — phone and chat platforms, shared inboxes, spreadsheets — and energised, not threatened, by AI
• Eligible to work in Hong Kong

Nice to have

• Putonghua
• Telehealth, healthcare, or regulated-industry experience
• Experience with Aircall, Freshchat, Zendesk or similar support platforms
• Experience coordinating couriers or vendors in Hong Kong

Why this role

• Real ownership: the Hong Kong patient line is yours from day one
• Join as we grow our Hong Kong clinic and scale after our Series B
• Learn from a regional team setting a new standard for patient experience, with AI agents that take the repetitive work off your plate
• Work that matters: patients trust us with their health, and how we treat them is everything

Working hours: Monday to Friday, 8:30am–5:30pm, plus Saturday 8:30am–1:00pm