Customer Service (Front Office)

PT. Modern Pet Indonesia; Jakarta Pusat; On-site; IDR 66,960,000 - 111,600,000; Full time

Job summary

PT. Modern Pet Indonesia is seeking a Customer Service / Clinic Operation lead to ensure the clinic runs smoothly daily, focusing on service flow, patient readiness, and operational discipline.

You will empower medical teams by managing front-of-house operations and patient experience. You will supervise concierge support from arrival to discharge, coordinate with vets and techs, monitor flow and bottlenecks, and handle customer chats and escalation with calm professionalism in a fast-paced

Qualifications

• Experience in operations, hospitality, retail, F&B, or service leadership roles.
• Strong SOP discipline and attention to detail.
• Calm, professional, and empathetic communication style.

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 to Doctor and 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).
• Coordinate daily with Senior Vet Tech (Medical) to ensure smooth service handover.

Skills

Operations experience

Hospitality experience

Customer service

Communication skills

SOP discipline

Multitasking

Reliability

Job description

Customer Service / Clinic Operation is responsible for ensuring the clinic runs smoothly every day from a service, flow, and operational discipline perspective. This role focuses on leadership, customer experience, daily clinic readiness, and operational coordination, allowing the medical team to focus fully on medical ops and patient care.

This position is ideal for candidates with a strong operations or hospitality background who are calm under pressure, disciplined with SOPs, and eager to work in a healthcare environment for animals.

Key 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

Customer Chat

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

Service Recovery & Escalation

Identify issues early and quickly coordinate escalation (with or without walkie talkie) to:

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)

Inventory & Non-Medical Supplies Operations

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.

Operational Data & Coordination

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

Who We're Looking For

Background

Experience in operations, hospitality, retail, F&B, or service leadership roles (example: Starbucks, McDonald’s, retail chains, hotels, restaurants)

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