Pet Care Concierge & Clinic Operations Lead

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

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