Customer Service

PT Teman Perempuan Sehati; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

PT RPS (Filmore Medical), part of Filmore Health, is seeking a Customer Service professional focused on sales and conversion to engage with patients and turn inquiries into booked appointments. The role emphasizes outbound follow-ups, proactive outreach, and maintaining strong patient relationships throughout the journey.

The ideal candidate has 1–2 years in customer service or related roles, strong communication skills, and a patient-centric approach.

Qualifications

• Minimum 1–2 years in Customer Service, Telesales, Telemarketing, Inside Sales, Patient Relations, or related roles.
• Proven experience in outbound engagement, lead follow-up, appointment conversion, or retention.
• Strong communication and interpersonal skills.
• Comfortable with proactive calling and follow-ups toward sales/conversion targets.
• Experience in healthcare, clinics, hospitals, beauty/wellness, or service-based businesses is a plus.

Responsibilities

• Manage centralized customer service channels for patient inquiries, bookings, and requests.
• Conduct outbound follow-ups to convert inquiries into appointments.
• Follow up on confirmations, missed appointments, and treatment follow-ups to support retention.
• Engage with existing patients to identify rebooking and service continuation opportunities.
• Coordinate with Customer Concierge and clinic teams to ensure smooth journey from inquiry to appointment.
• Maintain records of leads, interactions, follow-ups, and conversion outcomes.
• Monitor outbound activity and achieve appointment conversion and retention targets.
• Identify patient concerns and escalate complex cases as needed.
• Provide insights to improve customer experience and retention initiatives.

Skills

Strong communication

Persuasion & negotiation

Customer orientation

Relationship building

Job description

We are looking for a Customer Service who will be based under PT RPS (Filmore Medical), part of Filmore Health. This role has a strong sales and conversion focus, responsible for proactively engaging with patients and turning leads and inquiries into booked appointments.

Key Responsibilities

Manage centralized customer service channels to handle patient inquiries, appointment bookings, and service-related requests.

Conduct proactive outbound follow-ups to convert inquiries and leads into appointments.

Follow up with patients regarding appointment confirmations, missed appointments, treatment follow-ups, and repeat visits to support patient retention.

Proactively engage with existing patients to identify opportunities for rebooking, service continuation, and patient reactivation.

Coordinate closely with the Customer Concierge and clinic teams to ensure a smooth patient journey from inquiry to appointment and post-visit follow-up.

Maintain accurate records of leads, patient interactions, follow-up activities, appointment status, and conversion outcomes.

Monitor and achieve agreed outbound activity, appointment conversion, and patient retention targets.

Identify patient concerns or complaints and elevate complex cases to the relevant team.

Provide insights from patient interactions to help improve customer experience, conversion, and retention initiatives.

Requirements

Minimum 1–2 years of experience in Customer Service, Telesales, Telemarketing, Inside Sales, Patient Relations, or related roles.

Proven experience in outbound customer engagement, lead follow-up, appointment conversion, or customer retention.

Strong communication and interpersonal skills.

Comfortable with proactive calling and follow-ups and working toward sales, conversion, or retention targets.

Customer-oriented with a strong ability to build rapport and long-term relationships with patients/customers.

Strong persuasion and negotiation skills with the ability to convert inquiries into appointments without being overly sales-driven.

Able to handle multiple follow-ups and maintain accurate records in a fast-paced environment.

Strong attention to detail and good organizational skills.

Experience in healthcare, clinics, hospitals, beauty/wellness, or other service-based businesses is a plus.

Know More

Filmore Pharma - www.filmorehealth.com

Filmore Medical - www.filmoremedical.com