Animal Clinic Front Desk Supervisor

modernvet; Jakarta Pusat; On-site; IDR 133,920,000 - 223,200,000; Full time

Job summary

modernvet in Jakarta is seeking a Customer Service Supervisor (Front Office) to lead daily clinic operations, ensure smooth patient flow, and deliver exceptional customer experiences. The role emphasizes leadership, SOP discipline, and coordination between front-of-house, medical, and support teams, allowing veterinarians to focus on patient care.

Ideal candidates bring operations or hospitality background, strong communication, and the ability to handle emotional situations with calm

Qualifications

• Experience in operations, hospitality, retail, F&B, or service leadership roles.
• OR experience in clinic / healthcare operations in a non-medical capacity.
• Strong SOP discipline and attention to detail.
• Calm, professional, and empathetic communication style.
• Comfortable handling customers in emotional situations.
• Able to multitask and prioritize in fast-paced environments.
• Reliable, proactive, and accountable.
• Comfortable working shifts, weekends, and peak hours.

Responsibilities

• Provide in-clinic concierge support for customers from arrival until discharge.
• Ensure customers understand the service flow and next steps clearly.
• Act as a calm and reassuring presence for pet owners during waiting or inpatient situations.
• Monitor daily patient flow, waiting time, and service bottlenecks.
• Coordinate with medical and Vet Tech teams to maintain smooth clinic rhythm.
• Help ensure doctors and medical staff can focus without unnecessary interruptions.
• Handle customer chat and inbound communication channels professionally and empathetically and in a timely manner, adhering to SLA’s.
• Coordinate requests from chat with concierge, senior vet techs, or doctors as needed to resolve the issue.
• Identify issues early and quickly coordinate escalation (with or without walkie talkie) to: Senior Vet Tech (Medical), Doctor, Branch leadership.
• Document service issues and handover notes clearly to ensure continuity.
• Conduct daily premise walkaround to ensure overall clinic readiness.
• Ensure front-of-house and non-medical areas meet clinic standards for cleanliness, organization, and safety.
• Oversee opening and closing checklist execution.
• Coordinate minor facility or cleanliness issues with internal teams or vendors (non-medical).
• Receive and validate incoming non-medical goods and supplies.
• Record outgoing non-medical inventory accurately.
• Monitor basic stock availability for non-medical supplies.
• Flag discrepancies or risks (missing items, damaged goods, low stock).
• Submit simple non-medical procurement requests to Head Office.
• Support Stockist Paramedics on warehouse ops (medical inventory) when they’re not available due to handling patients.
• Ensure basic operational data is recorded accurately (visit status, service completion, handover notes).
• Flag data inconsistencies or operational risks to branch leadership or Head Office.
• Coordinate daily with Senior Vet Tech (Medical) to ensure smooth service handover.

Job description

modernvet in Jakarta is seeking a Customer Service Supervisor (Front Office) to lead daily clinic operations, ensure smooth patient flow, and deliver exceptional customer experiences. The role emphasizes leadership, SOP discipline, and coordination between front-of-house, medical, and support teams, allowing veterinarians to focus on patient care.

Ideal candidates bring operations or hospitality background, strong communication, and the ability to handle emotional situations with calm